Customizing Question Templates

Transcription

Today we'll be learning about question templates.
As the name implies, question templates let you create standardized question lists that you can then apply among tickets.
You likely have the same flow of questions that you'd like to apply quickly to multiple tickets without having to rebuild them individually.
And for that question, templates are your answer.
To get the question templates, let's start by navigating over to the partner drop down on the left and going down to settings.
The question templates option can be found under configuration on the right-hand side.
Let's click it.

You can see we already have 5 prebuilt question templates for you to modify, although also show you how to build your own.
Let's take a look at affected users as an example.
Clicking on the specific Question template gives us a little bit more information about how it works.
For example, we can see the token, the template name, and the questions that it asks.

If you'd like to understand the flow of the questions, click on these drop-down menus on the right to learn a little bit more about them.
For example, this question is 'I'm reporting a problem for another user'.
It's a checkbox type and we can see through clicking the show more options that it's always set to be visible.

However, not all question templates are built the same.
Looking at the following questions, we can see that these are actually hidden.
You can quickly tell because it has an eyeball logo with a strike-through through.

If we click the drop-down on this one and click show more options we can see that it's hidden until the first question has been ticked.

We recommend playing around with these existing templates until you've gotten the hang of how it all works.
Once you have, you'll be on your way to building your own question template flows.
Keep in mind that every single question template is pushed out live, with no publishing needed so you can update your tickets on the fly quickly.
Now I'll show you how to add a custom one-click on add at the top right.

Start by naming your template whatever you'd like, in this case, I'll name ours test.
From here, you'll want to build out the questions to be either dependent on one another or independent.
Whatever works faster for you to build flows that work for your company.
I'll speed this part of the video up, but I'm going to build a simple checklist that asks a few different questions after someone has ticked yes.
OK, all done.

Once I'm happy with it, I'll go ahead and click submit.
You can see that my test question template has already been added here.
It's been given a token name and it's been given an associated value.

Now let's see it in action.
Let's head over to content under partner on the left-hand side, I'd like to add my question template to some existing tickets.
So I'm going to go ahead and Scroll down to the problem reports and click on my Sample Problem Reports Test catalog.
I already made this ahead of time before the video.
Now that I'm here, I'm going to try to add it to one of my tickets.
For example, this issue with a Microsoft Outlook ticket.
You can see that some of the questions are in.
There are actually already templates, two of them in fact.

Adding a new ones is easy, click on the add a question button.
Clicking on template as the question type and then selecting the template.
I'd like to add you can also specify directly by token if you choose.

Once you're happy with it, go ahead and click submit.
You'll notice that that specific ticket has gone to unpublish.

Click on publish and make sure it goes live.
Everything looks good, but let's give it one final Test.
Let's head back over to clients.
Underneath the partner portal and impersonate an end user under Ricky's MSP.
Now let's see if our question template has worked.
Under Support, we'll go to report a problem.
We'll look at our email and we'll click on the Microsoft Outlook one, which is the one I changed.
You can now see my question 'Do you need additional assistance?'

Is there if I click it, my other questions also trigger. Play with the question template forms to build flows that work for you and your company.