Using table texts

DMF

141425 HELPDESK TASKS TABLE TEXTS or 142627 HELPDESK SIMPLIFIED ISSUE TABLE TEXTS

Table texts are predefined texts that can be quickly inserted in a field where the cursor is placed. The purpose of this feature is to be able to quickly insert texts used regularly instead of writing them again or copy-pasting.

Example

For all my issues, I systematically need to write a direct message to announce that the fix was transferred to QA validation. In order to avoid writing it manually on every issue, I can insert the following table text: "Fixed and transferred to QA for validation."

On an issue, table texts can be inserted in the following fields:

  • Customer response in the context panel;
  • Description in the activity feed;
  • Direct messages in the activity feed;
  • Internal information in a task;
  • Details (customer visible) when putting on hold an issue.

The table text family must be of the SUPPORT type.

Reference

To create and set up table texts, see Table texts.

To insert a table text:

1 From the desired location in a field compatible with table texts, type / then start specifying the code of the table text (ex: /DEM-RESOL-A-CLOTURER).

The list of table texts is displayed and updated as you type.

2 Use the arrow keys of the keyboard to select the desired table text then press Enter, or click directly on the desired table text.

The table text is inserted.

Tips

Hover over the drop-down list to preview the desired table text entirely.

Type /* to see the list of all table texts.