Hi,
I need your help. I have a requirement to use the Premade Reply function as part of a ticket closure procedure; where staff has to choose a Premade Reply before they are allowed to close a ticket or they will not be able to.
The problem we have currently is that staff sometimes close tickets without putting a good fault resolution comment which makes difficult to know what the real reason was for logging it in the first place. I would also appreciate the capability to be able search closed tickets based on the Premade Reply so that I can know what tickets were closed with "Power Failure" related Premade Replies for instance; so I presume the Premade Reply contents will need to be inserted onto the database somehow.
Only the administrator should be able to modify the Premade Reply as well.
Regards,
Beeman
