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Agent Interface

This package has no agent interface, but the package allows pre-selection of ticket states for response templates.

To pre-select a ticket state on reply:

1. Go to the Ticket Zoom screen and click on the Reply menu item in the article menu.
2. Select a response template from the drop-down list.
3. The pre-selected ticket state should be set on the Next ticket state field in the Ticket Compose window.

See also

The ticket state can be assigned in the State Pre-selection for Templates management screen.