The Response Templates Tool is a list of pre-defined response templates conveniently organized into categories, which technicians may use while responding to tickets. This tool helps to ensure a more professional answer, decreases response times and improves overall accuracy.

The administrator configures which template categories are available to each technician. Each response is to be used as a template to answer frequently asked questions. To use this tool, select 'Tickets Management' from the top navigation bar and then select 'Response Templates'. Then click the link labeled

'Launch Response Templates' on the left navigation bar. The list of the templates with answers will open in a new window. To view the templates, click on the template title on the left side.