OTOBO / Znuny Template Management

The effective use of templates in a ticket system like OTOBO plays a crucial role in maintaining a professional appearance and increasing efficiency in customer communication. By standardizing responses, all agents can provide consistent and high-quality services, regardless of their level of knowledge. The focus here is on speed and efficiency, especially when dealing with a high volume of requests in growing service desks.

With its flexible template feature, OTOBO offers an excellent way to standardize and prepare communication with customers. Below you will find instructions on how to optimally use and manage templates in OTOBO to make your service desk efficient.

Managing Templates

A basic installation of OTOBO already includes one template by default. Additional templates can be easily added and managed. Access to the management interface is via the Templates module within the Ticket Settings group.

Adding Templates

To start using templates right away, follow these simple steps:

1. Select the Add Template option in the left menu.
2. Fill in all required fields. Pay special attention to choosing the appropriate template type to maximize efficiency in communication.
3. Confirm with Save.

Editing and Deleting Templates

To make adjustments or remove existing templates, follow these instructions:

• To edit, select the desired template from the list, make the necessary adjustments, and save them.
• To delete a template, use the trash can icon next to the respective template and confirm the deletion.

Attachments can be added to templates, but they must first be created in the attachments area.

Filter Function for Templates

Be sure to use the filter function to quickly find specific templates. This is particularly useful when a large number of templates are part of your OTOBO installation.

Template Settings

The settings when creating or editing templates are crucial for their effective use. The following fields are of particular importance:

• Type: Select the type according to the area of application. Possible types include Answer, Create, Email, Forward, Note, Phone Call, and Process Dialog.
• Name: Enter a descriptive name to easily identify the template.
• Template: The actual text of your response or message.
• Attachments: Add relevant attachments to support your communication.
• Validity: Ensure this field is set to valid so that the template can be used.

By effectively managing and using templates within OTOBO, you can not only increase the efficiency of your service desk operations but also ensure a consistently high quality of customer service.

Managing Salutations in OTOBO

Salutations are an essential part of email communication in OTOBO and can be easily configured to ensure a consistent customer address. The management interface for this can be found in the Salutations module within the Ticket Settings group.

Adding and Editing Salutations

To create a new salutation or modify an existing one, follow these steps:

1. Select Add Salutation from the left sidebar to set up a new salutation. It is important here to set the right tone for the specific customer context.
2. Enter the required information into the necessary fields.
3. Confirm the entry by clicking the Save button.

:::important Unneeded salutations can be deactivated by setting their validity to invalid or temporarily invalid. Direct deletion from the system is not possible. :::

Specifying Salutations with Template Variables

One of the strengths of OTOBO is the ability to personalize salutations by using special variables. These variables, also known as OTOBO tags, are automatically replaced with specific values when the message is sent, making the communication much more personal and relevant.

For example, the variable <OTOBO_CURRENT_UserFirstname> <OTOBO_CURRENT_UserLastname> can be used to expand the salutation with the name of the current customer, ensuring a direct and personal address.

Optimizing Email Communication

A professional appearance in email communication is achieved not only through individual salutations but also through the synergistic use of salutations, templates, and signatures. These elements are seamlessly linked in OTOBO, allowing you to create a customized and standardized form of communication for each queue.

It is important to regularly check the validity of your salutations and ensure that every queue that uses these salutations has valid and relevant settings. This not only supports a professional image to the outside world but also increases satisfaction and efficiency in handling customer requests.

By carefully designing salutations and utilizing the versatile possibilities of OTOBO, you can significantly improve the quality of your customer communication and ensure a positive customer experience.

Managing Signatures in OTOBO

The Signatures module within the Ticket Settings group offers you comprehensive options for managing your signatures. A fresh OTOBO installation already includes a default signature, which can serve as a basis for further customizations.

Steps for Adding and Editing Signatures

To create a new signature or customize an existing one, follow these straightforward steps:

1. Navigate to the Add Signature option in the left sidebar and click on it.
2. Enter the relevant information into the designated fields.
3. Confirm your entries by clicking Save.

:::hint If you want to deactivate a signature, you cannot delete it directly but can only deactivate it by changing the Validity to invalid or temporarily invalid. :::

Personalization with OTOBO Tags

A unique feature of OTOBO is the use of variables (OTOBO tags), which allow signatures to be designed dynamically and context-dependently. By using these variables, you can seamlessly integrate information such as the service agent's name or specific customer information into the signature.

Using variables like <OTOBO_CUSTOMER_DATA_UserLastname> allows for greater personalization and contributes to more customer-oriented communication.

Filter Function for Efficient Management

OTOBO supports the use of filter fields to quickly find specific signatures, especially when a large number of signatures are being managed. Simply entering the signature's name in the filter field can significantly simplify the search process.

Notes on Validity Checks

It is advisable to regularly check the validity of your signatures to ensure that all associated queues use valid and updated signature settings. This not only promotes uniform communication but also increases the efficiency of the service desk.

The careful configuration of signatures in OTOBO is a key to successful customer communication. By optimally using the available options, you can effectively emphasize the professionalism of your service and at the same time offer an appealing and informative signature that meets customer needs.

Attachment Management in OTOBO

The Attachments module under the Ticket Settings group offers comprehensive functions to optimize attachments for your customer service. This allows you to manage attachments system-wide and use them in your templates, which saves time and ensures consistency in customer communication.

Steps for Adding and Editing Attachments

To add a new attachment to an OTOBO installation or edit an existing one, perform the following steps:

1. Select Add Attachment in the left sidebar.
2. Enter the required information into the designated fields. This includes the filename as well as the direct path or the file itself.
3. Save the attachment by clicking Save.

::: hint Existing attachments can be edited by selecting them and adjusting the details; deletion is done via the trash can icon. :::

Best Practices for Attachment Management

• Naming: Use clear and unambiguous names for your attachments. This ensures that the right documents can be found and used quickly.

• Up-to-dateness: Always keep your attachments up to date. Regularly check if the documents are still current and update them as needed.

• Filter Function: Use the filter function to find specific attachments more easily, especially as your library of attachments grows.

Using Attachments in Customer Communication

Attachments can contain valuable information for your customers or include necessary documents for the completion of services and contracts. By integrating these attachments into templates, you can automatically include them in corresponding communications, which simplifies and speeds up the process for both your agents and your customers.

Conclusion

The management of attachments in OTOBO offers significant added value for the organization and execution of customer communication. By efficiently managing and using these resources, companies can optimize their processes and ensure consistent, professional communication.

Templates ↔ Attachments in OTOBO

OTOBO facilitates linking specific attachments with different templates, enabling targeted and context-aware communication. For example, a privacy policy can be quickly added to all relevant customer service templates. This ensures that all customer inquiries are answered in accordance with current data protection regulations.

Steps for Linking Templates and Attachments

To assign specific templates to attachments or vice versa, proceed as follows:

1. In the management interface, select either a template from the template column or an attachment from the attachment column.
2. Check the attachments you want to add to the selected template, or select the templates to which the attachment should be assigned.
3. Confirm the selection with Save or Save and finish.

INFO

Using the filter field makes it easier to search for specific templates or attachments, especially with large datasets.

Templates ↔ Queues for Coherent Communication

In addition to linking templates and attachments, OTOBO also allows the assignment of templates to specific queues. This functionality facilitates the distribution of standardized communication modules across different teams and ensures that customer information is transmitted consistently, regardless of the responsible team.

Implementing the Template-Queue Relationship

To assign templates to specific queues, only a few steps are required:

1. Open the management area for Templates ↔ Queues within the Ticket Settings.
2. Select the desired template(s) for a specific queue or select the corresponding queues for a template.
3. Save your selection.

This feature not only supports targeted communication but also promotes the use of best practices within the service desk.

Conclusion

The possibilities offered by OTOBO through the management of Templates ↔ Attachments and Templates ↔ Queues represent a significant increase in efficiency for internal and external communication. These functions not only automate the distribution process of important documents and informational materials but also ensure that communication remains uniform and up-to-date across all channels and teams.

Managing Templates and Queues Efficiently in OTOBO

For optimal customer communication, it is essential that the right templates are assigned to the corresponding queues. OTOBO's management interface for Templates ↔ Queues offers an intuitive and flexible way to create and manage these links. This ensures that every department or team can use the right templates for their specific communication needs.

Assigning a Template to Queues

To ensure your team members use the correct templates for their customer communication, follow these steps to effectively assign templates to queues:

1. In the template section, select the desired template.
2. In the interface, check the queues in which the template should be used.
3. Confirm the assignment with the Save or Save and finish button.

Assigning Queues to a Template

The reverse assignment – from queues to a specific template – is just as easy:

1. In the queue section, select the desired queue.
2. Then, check the templates that should be assigned to this queue.
3. Complete the process by clicking Save or Save and finish.

Best Practices for Efficient Management

• Systematic Assignment: Ensure that the assignment of templates to queues is done systematically to avoid duplication of effort and confusion.
• Clear Naming: Using clear and unambiguous names for templates and queues significantly facilitates management and assignment.
• Regular Reviews: Regularly check if all assignments are still current and appropriate to always ensure high efficiency and accuracy in customer communication.

Conclusion

The management of Templates ↔ Queues in OTOBO offers a powerful way to standardize your team's communication while ensuring flexibility and efficiency. By strategically assigning templates to queues, you ensure that your team members always have access to the relevant communication tools to interact effectively and professionally with customers.