Learn how you can set up reply templates, task templates, custom ticket fields, Runbooks, CSAT surveys and more.
Reply Templates
Even the most extensive knowledge base cannot stop common questions from coming to your service desk. You don’t want technicians to keep typing out the same replies again and again.
With Reply Templates, you can create a predefined set of emails for recurring issues, and send them out with a single click.
To access Reply Templates:
Navigate to Settings > Advanced Configuration > Reply Templates. Click ‘Create’.
2. Name and describe your reply template on the ‘Create Reply Template’ page.
3. Type in the required content for the reply template and Click ‘Save’.
💡 SuperTip:
Personalize your reply templates with a suite of placeholders. You can find them on the right-side panel.
To edit/delete reply templates:
Navigate to Settings > Advanced Configuration > Reply Templates.
2. On the Reply Templates page, click the edit/ delete icon to make changes to existing templates or remove them from the templates list.
Task Templates
Solving certain issues is child's play for you. ‘Task Templates’ are the magic bullets that will help you put a structured solution to your most common issues. You can attach the Task Templates to Runbooks or associate them with tickets.
To create Task Templates:
Navigate to Settings > Advanced Configuration > Task Templates. Click ‘Create’.
2. Name and describe the Task Template in the ‘Create new Task Template’ page.
3. Select the technician group and the technician who needs to be on the task.
4. Enter the estimated time of completion in hours and minutes.
5. Click ‘Save’.
Custom ticket fields
Custom fields in tickets are used to gather additional information about a ticket. You can add custom fields to your tickets for agents to have a better understanding and context on an issue.
To create custom ticket fields:
Navigate to Settings > Advanced Customization > Ticket Custom Fields. Click ‘Create’.
2. Name and describe the Custom Fields on the ‘Create Custom Ticket fields’ page.
3. Select the type of field you wish to create. For example, Text fields for entering names, multi-line text for adding descriptive details, and Numbers for entering phone numbers, as shown above. Then:
Configure ‘visibility’ of this custom field.
Hit ‘Save’ once you’re done.
Runbooks
Runbooks help put your tribal knowledge into action. A lot of technicians know-hows, tips, and tricks can be broken down into tasks and approvals and configured in SuperOps. With Runbooks, you will never be left wondering “What to do with this issue?”
To create a Runbook:
Navigate to Settings > Advanced Customization > Runbooks.
2. Name and describe the Runbook under the ‘Create New Runbook’ page as shown below:
3. Now, on to associating the details relating to this Runbook.
Approvals: Add technician(s) who would be approvers for this Runbook.
Task Templates: Add task(s) relating to this Runbook. You can import tasks from task template(s) or manually add tasks.
Reply Templates: Select the email templates that need to be associated with the Runbook.
4. Click 'Save' once you’re done.
To Edit/ Delete a runbook:
Navigate to Settings > Advanced Customization > Runbooks.
On the runbooks page, click the edit/delete icon to make changes to existing runbooks or delete them.
CSAT Surveys
Your clients can provide feedback on their experience with your MSP through CSAT surveys. When you enable CSAT (customer satisfaction), your requesters will be able to rate their support experience.
To set up CSAT surveys:
Navigate to Settings > Advanced Customization > CSAT Surveys.
2. On the CSAT Surveys page, click the ‘edit’ icon
3. Choose the conditions under which you want to send the survey. Currently, you can do them under three conditions:
For all closed tickets
For all resolved tickets
Letting technicians decide
4. Add a survey question and how you want your survey to be answered. You can choose between:
Thumbs up/down
5-star rating
5. Toggle ‘ON’ additional comments if you want more context into your CSAT Ratings.
6. Click ‘Save’ once you’re done