CustomerTemplates
Compatibility OTOBO ≥ 11.0.x, Znuny ≥ 7.0.x
Overview
The CustomerTemplates plugin extends the standard template functionality from the agent interface to the customer portal. This allows customers to select and insert predefined text snippets when creating or replying to tickets.
Key Features:
- Two template types: CustomerCreate (for new tickets) and CustomerAnswer (for replies).
- Assignment of templates to Queues or Services via configuration.
- Optional: Automatic selection if only one template is available.
Installation
- Via the Package Manager
- In the OTOBO admin area under System Administration → Package Management, search for "CustomerTemplates" and install it.
- Via CLI
- Unpack the archive into the
Kernel/Config/Files/directory. - In the admin area under System Administration → Deploy, deploy the files.
Configuration (SysConfig)
Set Assignment Criterion
In Admin → System Administration → SysConfig → Core → Ticket, you will find:
- CustomerTemplate::ReferenceAttribute Determines whether templates are filtered by Queue (default) or Service.
Enable Autoselection
If only one template is available, it can be selected automatically:
- CustomerTemplate::Autoselect Activate the checkbox and deploy the change.
Module Registrations (Frontend)
| SysConfig Path | Purpose |
|---|---|
| Frontend::Customer::ModuleRegistration::Loader::CustomerTicketMessage###003-StandardTemplates | Displays templates in the ticket creation dialog. |
| Frontend::Customer::ModuleRegistration::Loader::CustomerTicketZoom###003-StandardTemplates | Displays templates in the ticket reply dialog. |
| Frontend::Admin::ModuleRegistration::Loader::AdminServiceTemplates###002-Ticket | Enables management in the admin area. |
Usage in the Customer Portal
- Create Ticket
- If a Queue/Service is selected, the dropdown lists the associated CustomerCreate templates.
- With autoselect: The dropdown is hidden and the body field is pre-filled.
- Reply to Ticket
- In the reply form, you can choose from the CustomerAnswer templates.
Limitations
- No dependencies on third-party modules.
- Templates are not versioned; changes apply immediately.
Support & Further Information
- Provider: Rother OSS GmbH
- Version: 11.0.1
- Documentation: OTOBO Official Docs
- Contact: hello@otobo.de