New Feature / Feature Enhancement

Adding Images in Templates

It should be possible to add images to article templates in the same way as adding them to FAQ Articles or when composing an E-Mail, i.e. by copy/paste or uploading them in the editor. Currently, adding images in a template is only possible by including the image encoded in base64. If you have many images, you will exceed the character limit quickly. We would like to create some image-heavy step-by step procedure templates ...more »

Submitted by (@andre.sturm)

Voting

7 votes

Development

[Process Management] Email and templates

In workflows, I'd like to be able to send emails, following a predefined template (as the "Reply" dropdown does). This can be either: - via the Activity Dialog (e.g. special field "Email" similar to "Article"), where I could specify the template to use, and that will display the subject & body of email in the dialog. - or via a Transition Action, provided I can pass variables or expressions in the parameters. ...more »

Submitted by

Voting

6 votes

New Feature / Feature Enhancement

Predefine To and CC for email templates

When using email templates the To and CC field is filled (as usual) with the names already included inside the article on which you send the response.

Sometimes you have defined a template which always need to be send to a certain address - therefore it would be nice to have the option to include such (fixed) addresses as default inside the template.

Submitted by

Voting

6 votes

Development

Sort Resonse Templates by groups or queues

I suggest to enable some kind of grouping for response templates. Currently it gets quite messy if you define a lot of response templates for different queues. Therefore a sorting / filtering by queue or groups would be very helpful and you don't longer need some workarounds with running numbers at the beginning of the response template name.

Submitted by

Voting

-1 votes