Templates

Creation, configuration, and use of the template catalog

If customer inquiries frequently occur on the same topics, templates can be created in which the content is predefined. These templates can then be directly accessed during ticket processing.

Creation and Configuration

In the Text modules area, templates can be created, edited and removed. The existing structure is derived from the structure of the Skill Tags.

Basic Configuration

A new template can be created below the existing structure via the “New Case” button:

• Name: the designation of the template should be intuitive and content-related to facilitate search in the catalog
• Theme: the template is assigned to either a super- or subcategory of the structure

Text module - fixed

The content of the template is stored and saved in the “Text” tab. For fixed text, the preview corresponds to the content of the template.

Text module - dynamic

The text editor allows the contents to be designed in a dynamic way. Variables can be taken over from reference tickets, and possibly linked with functions.

These so-called handlebars enable a flexible and diverse design of the templates. This dynamic version results from, for example, a fixed text module:

Text

Preview

Here you can find detailed information on the syntax and usage of Handelbars.

Custom functions (Helpers)

In addition to the standard Handlebars syntax, Enneo provides a number of its own helper functions that can be used directly in templates.

String arguments only. All own helpers compare values as Strings. If checking a numeric value (e.g., a Tag ID), it must be put in quotation marks:

{{!-- Returns false, even if 22 is in the array --}}
{{#if (contains in.tagIds 22)}} ... {{/if}}

{{!-- Returns true --}}
{{#if (contains in.tagIds "22")}} ... {{/if}}

The same applies to compare, gt and lt for comparisons with numeric IDs.

Helper	Signature	Description
contains	contains array "value"	Returns true if the array contains the given string value. Argument order is interchangeable (contains "value" array).
compare	compare a b	Returns true if both values are equal (loose comparison).
gt	gt a b	Returns true if a is set and a > b.
lt	lt a b	Returns true if a is set and a < b.
and	and a b c …	Returns the last argument if all are truthy, otherwise the first falsy argument.
or	or a b c …	Returns the first truthy argument, otherwise the last.
not	not a	Returns the logical negation of a.
formatDateDE	formatDateDE date	Formats a date in the long German format (for example, 1. January 2025). Accepts "today". Returns [unknown] if empty.
formatDateEN	formatDateEN date	Formats a date as YYYY/MM/DD. Accepts "today". Returns [unknown] if empty.
addDays	addDays date days	Adds the indicated number of days to the date and returns it in the long German format. Accepts "today" as a date.
extractFirstName	extractFirstName "Max Mustermann"	Returns the first word of a string.
extractLastName	extractLastName "Max Mustermann"	Returns the last word of a string in lowercase.
last4digits	last4digits "DE12 3456 7890 1234 5678"	Removes spaces and returns the last 4 characters of a string (e.g., for masked account numbers).
undefined	(internal)	Renders {{varname}} verbatim if a variable is not set - used as a fallback for unresolved placeholders.

Own Helpers can be combined with Standard Handlebars Block Helpers, e.g.:

{{#if (and (contains in.tagIds "22") (gt in.amount "100"))}}
  Special treatment for high-value tickets with Tag 22.
{{/if}}

Catalog

Access to templates is done during ticket processing in the middle part by clicking on “Catalog”. The existing structure is displayed, through which to navigate to the desired template. Templates can also be directly targeted via search field.