Template responses are used for frequently asked questions or for sending a response with pre-prepared content.

Templates are created in the Knowledge Base and there is a default category called "Reply templates." Templates can be from other categories too. To be able to select templates from a category, an employee must have the following accesses enabled:

1. Access to the template selection button on the work panel of the request:

You can set access in the “Groups, access rights” section for the employee group in the “Knowledge base” subsection:

2. Access to the category used for the template responses for the employee group and to the template articles themselves. The accesses are set by user type and by group. The first is to check access for the desired employee group in the category when editing it: 

3. Access for each article is set when editing it by user type:

Please note, in the screenshot above, the template uses tags that will be converted to the appropriate content when the response is sent. For example, instead of {user_name} the name of the client specified by the request creator will be substituted. Response template tags can be selected from the list: