Requesting and Using Response Templates

1. Procedure

Response templates should be used to reduce time spent typing or copying and pasting commonly repeated messages or phrases. They can also help provide a consistent voice among team members or across FCS. Response templates are available via the Comments field when using the Update action on any TeamDynamix ticket.

1.1 Using FCS - All Templates

These are available for use by anyone with access to the ticketing system. They have been crafted by Communications & Documentation to provide a consistent voice when making some of the most frequently used types of communication with our customers.

  1. From a ticket in TDNext, select Actions > Update.
  2. In the Update pop-up window, select "Templates" from the Comments HTML editor widget, then select the "CIT - All" folder, and the appropriate template.
    • Provide Link to Documentation
    • Provide Link to Self-Service Form
    • Decline Support for Legal/policy Reasons
    • Response to Phishing Inquiries
    • Notify Customer of Major Incident
    • Follow-Up
    • Resolve After Third Contact/No Response
  3. Edit as needed.
  4. Select Save.

1.2 Using Team-specific Templates

Your team may have its own templates; if there are any available, they will be located in a folder with the same name as your support group (minus the CIT and division prefixes).

  1. From a ticket in TDNext, select Actions > Update.
  2. In the Update pop-up window, select "Templates" from the Comments HTML editor widget, then select your group's folder, and the appropriate template.
  3. Edit as needed.
  4. Select Save.

1.3 Requesting New Response Templates

  1. FCS technician submits a TeamDynamix App Configuration Request with the full text of your response template, including title, greeting, and closing, and the responsible group in TDX (e.g. CIT - CX - Service Management) who will primarily use it.
    • Templates should contain a greeting and closing, be well-written, and use a conversational tone. Consider having an editorial review done by Communications & Documentation.
    • Make use of template tags when possible, e.g. user’s first name, technician’s name and support group. (Only those listed below can be inserted.)
      Tag Example Value
      LastModifiedDate 1/2/2023
      RequestorFirstName Alex
      RequestorFullName Alex Client
      RequestorLastName Client
      TechnicianFirstName Cameron
      TechnicianFullName Cameron Analyst
      TechnicianFullNameWithNickname Cameron Analyst (Cam)
      TechnicianLastName Analyst
      TechnicianNickOrFirstName Cam
      TicketID 123456
    • Template titles should be specific enough to describe their purpose but remain concise.
    • Response template categories are named for the owning support group minus the prefixes, e.g. response templates for the CIT - CX - Service Management group are stored in the "Service Management" folder. Response template categories cannot be nested.​​​​
    • You may submit more than one response template per ticket; attachments such as Word documents are accepted.
  2. A&SS team creates the request in CIT - Ticketing and notifies the requestor the template has been created.
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