re: premade replies available when staff makes ticket
I am also looking for a way to select these replies. The plan is to create troubleshooting steps and/or questions that need to be answered in the premade replies (server name, drive path, Exchange Server, Dept Billing code etc) so that these questions will always be answered before a tkt is sent to second level and reduce tickets that get bounced back because of missing details. Then having these pre populate in the ticket details and the analyst can just answer the questions rather than having to type these steps out each time.
So to recap, in the open new ticket page, I am looking for a way to include a premade reply in the ticket details.