v1.0.0 Initial release

Certainly! Here's a detailed rewrite for the Response Templates app documentation:

Response Templates App Documentation

Overview

The Response Templates app provides a powerful tool for creating and managing canned responses across three distinct scopes: Project, Global, and Personal. Designed with Service Desk teams in mind, it supports over 60 dynamic variables, enabling personalized and efficient communication with users.

Key Features

1. Scope Flexibility:

   • Global Templates: Templates accessible across the entire service desk instance, ensuring consistency in responses.

   • Project Templates: Specific to individual projects, allowing teams to tailor responses based on project requirements.

   • Personal Templates: Customizable by each team member for personalized responses.

2. Dynamic Variables:

   • Utilize over 60 dynamic variables that automatically populate with relevant information from service desk tickets.

   • Variables can include ticket details such as ID, requester name, status, priority, and more, enhancing response accuracy and relevance.

3. Ease of Use:

   • Intuitive interface for creating, editing, and managing templates.

   • Quick insertion of variables through a user-friendly dropdown menu, ensuring efficiency in response drafting.

4. Integration Compatibility:

   • Seamless integration with Service Desk platforms, ensuring compatibility with existing workflows and systems.

   • Supports integration with ticketing systems to fetch real-time data and streamline response creation.

Example Usage

1. Creating a Global Template:

• Template Name: "Initial Response"

• Template Content:

  CODE

  Hello {{ticket.requester.name}},
  
  Thank you for reaching out to us regarding ticket #{{ticket.id}}. We are currently reviewing your request and will provide an update shortly.
  
  Best regards,
  [Your Name]

2. Project-Specific Template:

• Template Name: "Project Launch Update"

• Template Content:

  CODE

  Hi {{ticket.requester.name}},
  
  This is to inform you that the project #{{ticket.project.id}} is scheduled for launch on {{ticket.project.launch_date}}. We will keep you updated on its progress.
  
  Regards,
  [Your Name]

3. Personal Template:

• Template Name: "Follow-Up Reminder"

• Template Content:

  CODE

  Hi {{ticket.requester.name}},
  
  Just a friendly reminder regarding ticket #{{ticket.id}}. Please let us know if there's anything else we can assist you with.
  
  Thanks,
  [Your Name]

Conclusion

The Response Templates app enhances efficiency and consistency in Service Desk operations by providing a robust set of tools for creating and managing canned responses. With support for dynamic variables and integration compatibility, it empowers teams to deliver personalized and timely support to users, thereby improving overall service delivery.

For further details on installation, configuration, and best practices, refer to the user guide or contact our support team for assistance.

Feel free to adjust the templates and examples to fit specific platform capabilities and user needs.