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OTOBO Community Guide

CustomerTemplates

CustomerTemplates

Section titled “CustomerTemplates”

Compatibility OTOBO ≥ 11.0.x, Znuny ≥ 7.0.x

Overview

Section titled “Overview”

The CustomerTemplates plugin extends the standard template functionality from the agent interface to the customer portal. Customers can thus select and insert predefined text blocks 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

Section titled “Installation”
  1. Via Package Manager
  • In the OTOBO admin area, go to System Administration → Package Manager, search for “CustomerTemplates”, and install it.
  1. Via CLI
  • Unpack the archive into the Kernel/Config/Files/ directory.
  • In the admin area, go to System Administration → Update to reload the file system.

Configuration (SysConfig)

Section titled “Configuration (SysConfig)”

Define assignment criteria

Section titled “Define assignment criteria”

In Admin → System Administration → SysConfig → Core → Ticket you will find:

  • CustomerTemplate::ReferenceAttribute Determines whether templates are filtered by Queue (default) or Service.

Enable autoselection

Section titled “Enable autoselection”

If only one template is available, it can be selected automatically:

  • CustomerTemplate::Autoselect Activate the checkbox and deploy the changes.

Module registrations (Frontend)

Section titled “Module registrations (Frontend)”
SysConfig pathPurpose
Frontend::Customer::ModuleRegistration::Loader::CustomerTicketMessage###003-StandardTemplatesDisplays templates in the ticket creation dialog.
Frontend::Customer::ModuleRegistration::Loader::CustomerTicketZoom###003-StandardTemplatesDisplays templates in the ticket reply dialog.
Frontend::Admin::ModuleRegistration::Loader::AdminServiceTemplates###002-TicketEnables management in the admin area.

Usage in the customer portal

Section titled “Usage in the customer portal”
  1. Create ticket
  • If a queue/service is selected, the dropdown lists assigned CustomerCreate templates.
  • With Autoselect: Dropdown is hidden and the body field is pre-filled.
  1. Reply to ticket
  • In the reply form, you can choose from the CustomerAnswer templates.

Limitations

Section titled “Limitations”
  • No dependencies on third-party modules.
  • Templates are not versioned; changes take effect immediately.

Support & Further Information

Section titled “Support & Further Information”