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ResponseDefaultState

Free

by maxence business consulting gmbhcompany

Allows defining a default next ticket state for each response template for automatic pre-selection.

The ResponseDefaultState add-on for Znuny and OTRS enhances the functionality of response templates. By default, when responding to a ticket, the system often defaults to a fixed state (e.g., 'open') or keeps the current state. With this module, administrators can define for each template which state should be set after the response (e.g., 'pending reminder' or 'closed'). This reduces manual clicks for agents and standardizes workflows. The package also provides fallback options at the queue or global level.

Features

  • Template-specific States

    Allows defining a specific next state for each response template individually.

  • Global Fallback State

    Configure a global default state to be used if no specific state is defined for a template.

  • Automatic Pre-selection

    Automatically pre-selects the defined state as soon as an agent selects a template in the response dialog.

Categories

Ticket StateResponse TemplatesWorkflow AutomationEfficiencyCommunication

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