Attaching files to macro-generated replies
This topic explains how to attach files to macro-generated replies.
Macros can be used to generate predefined replies from Staff CP > Tickets > Macros > Insert Replies. But it is not possible to attach files in macros.
However, this can be achieved by creating a private knowledge base article which is accessible to staff members only. Follow the steps given below:
- For private knowledge base articles, the "Private" category can be inserted from Staff CP > Knowledgebase > Categories.
- Further, an article can be inserted from Staff CP > Knowledgebase > New Article, and the files can be attached to the knowledge base article.
- These knowledge base articles can be used in ticket replies by selecting the article from the knowledgebase drop-down under Quick Insert.
- Once the article is selected, the file is automatically attached to the ticket reply.