Communication (support)
Overview
Two tabs: Mail layouts and Canned responses.
Mail layouts are the header and footer in the brand's style — the frame every support reply appears in. Canned responses are pre-written reply texts that can be inserted in the reply editor.
Both address the same problem from two directions: replies should look alike and be equally good, without anybody re-composing them each time.
Core tasks
Maintain the layout. Header and footer follow the brand — logo, colours, legal details. The legal company name comes from the brand, not from the layout.
Create canned responses. A canned response carries a title, a text and a scope:
| Scope | Who sees it |
|---|---|
| Global | everyone |
| Brand | only those working in that brand |
| Personal | only you |
The personal scope is underrated: it is the place for your own phrasings without cluttering the shared pool.
Use placeholders. Placeholders are filled from ticket, customer and agent data when the snippet is inserted into the reply — the same in the ticket, the embedded ticket and the communication timeline of a task. In the edit dialogue they can be inserted from a palette with one click — the route that rules out typos in placeholder names.
| Placeholder | Filled with |
|---|---|
{{ kunde }} or {{ customer_name }} | name of the ticket's customer |
{{ ansprechpartner }} or {{ contact_name }} | name of the ticket's contact |
{{ ticket_nr }} or {{ ticket_ref }} | ticket number |
{{ bearbeiter }} or {{ agent_name }} | your name |
Fields in detail
The What it does column answers what changes in the system — not what the field is called. The grey name behind the label is the API field: the same thing runs under that name through automation, import and AI tools.
Canned response
| Field | Required | Values / format | What it does |
|---|---|---|---|
Title title | yes | text | What the agent searches for when inserting. A telling title is half the work — "Query about credentials" is findable, "Template 3" is not. |
Body bodyHtml | yes | formatted text | The response itself. Placeholders inside are filled with the ticket's data on insertion. |
Placeholders variables | no | list of names | The entries the response expects. If one is missing on the ticket, the spot stays visibly empty rather than being quietly swallowed. |
Scope scope | no | system-wide, per brand, personal | Who sees the response. Personal is your own stock, system-wide the shared one — the choice decides whether a phrasing becomes house standard or stays your habit. |
Brand brandId | with "per brand" | one of your brands | Which brand the response applies to. |
Owner ownerId | with "personal" | an employee | Who the personal response belongs to. |
Tags tags | no | several terms | Classification for finding it when inserting. |
Active active | no | yes/no | Off means it can no longer be inserted. Replies already sent are untouched. |
Settings & permissions
- Module
module.tickets. - Permission
tickets.config.manage. - This page concerns support. The templates the system otherwise writes with — documents,
invitations, notifications — live under Mail templates.
- Dispatch runs through the support mailboxes, see Support mailboxes.
FAQ & troubleshooting
A placeholder stays empty. Then the value is missing on the case — a contact on the ticket, say, or a detail on the customer.
A colleague cannot see my canned response. Check the scope: Personal is only you, Brand only those working in that brand.
The footer carries the wrong company name. It comes from the brand, not from the layout.
Replies look different from person to person. Then free text is being used rather than the layout. A shared set of canned responses scoped Global is the lever.