service desk template


I'd like to create standard response/template for frequently asked questions, and allowing agents to pick these template to improve response time and consistency. Is this possible?



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Not via email/comment, but Service Desk is having improvements aimed at better self-service added to it.

If you have a Confluence Knowledge Base hooked up to your Service Desk, you get some big benefits:

  • When users go to the portal, they are offered a search before they go to "create call".  This lets them search the knowledge base for self-help immediately
  • If they still raise a request, then the help-desk agents get listed the links from a similar search directly in the call view, so they can copy the links into any responses, or select one to use as the basis of a response

(I'm not sure that the second one is implemented yet - it might only be Cloud experimental, but it is coming)


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