New Request Tracker


All sales after July 1, 2020 have the new version of CRT™
 






Add a Canned Response as a Comment (New CRT)

Who can use this feature?

Engage_-_System_Admin.png Slash.png Engage_-_Owner.png Slash.png Engage_-_Publisher.png Slash.png Engage_-_Author.png

 

 

Overview 

This article will show you how to add a Canned Response as a Comment on a Request.

Instructions

  1. Navigate to Modules > Content > Request Tracker
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  2. Select the Request Type containing the submitted request
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  3. Click Actions next to the request
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  4. Select Add Comment
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  5. Click Insert Canned Response
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  6. Hover over the Canned Response you want to use and click Use This
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    • Other Canned Response options:
      • Add Canned Response: Create a new canned response
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        • Title: Create a title
        • Body: Create the comment
        • Save: Click Save to add the canned response
      • Edit Canned Response: Edit an existing canned response
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      • Remove: Delete the canned response from your system
        remove_canned_response.png
  7. Click Choose File to add a file from your computer as an attachment to the comment
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    • Convert to PDF: Convert your file from its original file type to a PDF attachment
    • Note: For security reasons, anonymous users will not be sent attachment links or be able to view them.
  8. Click Save or Save and Publish
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    • Save: Saves comment, does not become publicly viewable
    • Save & Publish: Saves comment, becomes publicly viewable
    • This comment is only viewable internally: Mark the comment as only readable for internal staff
  9. Reply OK to the pop-up to publish for live view
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  10. Click OK to send an email; click Cancel to prevent an email from being sent to the submitter and CC Email List
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