SLA24 Documentation

Quickly Respond To A Ticket With A Documentation Link

An agent can easily insert a Documentation Item link into a ticket – complete with a nicely formatted reply around the link.  This takes just a couple of clicks and can save an agent a lot of time.

When the Documentation add-on is installed it creates a select drop-down of all Documentation items along with a search box in the reply area of the ticket.  To quickly find and insert a link into the ticket reply:

  • Click on the Quick Documentation Links select drop-down
  • Scroll down the list and click on the one you need
    • Alternatively type in the first three characters of a word that exists in the documentation topic to narrow the list then select from the options that appear
  • The documentation link will be inserted into the ticket along with a nicely worded/formatted message

Note: You can set up the default message template by going to the DOCUMENTATION->SETTINGS->GENERAL tab.

Configure The Automatic Reply

When a Documentation item link is selected to be inserted into a ticket reply, the entire reply looks something similar to this:

However, you can configure this message!

  • Go to the Documentation->Settings->General tab
  • Edit the template next to the item labeled Quick DocumentLinks Template.
    • Use the {doc_link} template tag when you need the Documentation item link inserted into your message/reply.
  • Click the Save Changes button.

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