[rt-users] Possible? Canned replies with attachments for a Customer Service queue

Steven Aranaga saranaga at nolo.com
Mon Dec 13 15:20:36 EST 2010


Hello all!



I have tried searching, and maybe my understanding is a bit behind when it
comes to this, but I am trying to get a site setup for our customer service
department.  I need to see if RT is a possible solution for us…



What I need is to be able to define a number of replies (80-100) that my CS
department can choose from.  So, for instance, if someone emails in an issue
with a product, and we have an internal patch we want them to try, CS can
select a canned response that has the attachment already in the email.  This
cannot be a link to the file to download… we want the actual file attached.



I have been looking to see if I could answer this question myself, without
luck…



Thanks!
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