Managing Communication

In this chapter of our documentation, we will discuss the tools and administration modules available to you as a System Administrator for managing your communications.

Standardizing Templates

Having a standard and common language three and essential for creating a feeling of competence and confidence among your customers and agents. Znuny supports you in this effort by allowing you to create templates for use in specific parts of the system. Within each template, you will be able to use variables from the system and customer and ticket data to speed working times and integrate your corporate language and ethics within your templates.

• Communication Templates
  • Template Types
  • Add/Edit A Template
  • Selecting A Template
  • Snippets

Automated Responses

One of the communication features is the ability to send automatic responses to requesters.

• Automatic Responses
  • Create a Response
  • Assign Responses to Queues
  • Manage Exceptions