Possible? Canned replies with attachments for a Customer Service queue

RT Users
1

Hello all!

I have tried searching, and maybe my understanding is a bit behind when it
comes to this, but I am trying to get a site setup for our customer service
department. I need to see if RT is a possible solution for us…

What I need is to be able to define a number of replies (80-100) that my CS
department can choose from. So, for instance, if someone emails in an issue
with a product, and we have an internal patch we want them to try, CS can
select a canned response that has the attachment already in the email. This
cannot be a link to the file to download… we want the actual file attached.

I have been looking to see if I could answer this question myself, without
luck…

Thanks!

2

What I need is to be able to define a number of replies (80-100) that my CS department can
choose from. So, for instance, if someone emails in an issue with a product, and we have an
internal patch we want them to try, CS can select a canned response that has the attachment
already in the email. This cannot be a link to the file to download we want the actual file
attached.

No, RTFM does not support this.

-kevin

3

RTFM doesn’t support this but it could be done with some custom code.On Mon, Dec 13, 2010 at 3:20 PM, Steven Aranaga saranaga@nolo.com wrote:

Hello all!

I have tried searching, and maybe my understanding is a bit behind when it
comes to this, but I am trying to get a site setup for our customer service
department. I need to see if RT is a possible solution for us…

What I need is to be able to define a number of replies (80-100) that my CS
department can choose from. So, for instance, if someone emails in an issue
with a product, and we have an internal patch we want them to try, CS can
select a canned response that has the attachment already in the email. This
cannot be a link to the file to download… we want the actual file attached.

I have been looking to see if I could answer this question myself, without
luck…

Thanks!