Feature Add-on

Categories for Text Modules

The standard OTRS solution desk allows your service agents to quickly respond to normal or recurring service requests by leveraging pre-defined text modules to answer the tickets. These text modules are displayed in a single. unsorted list, which may cause difficulty when there are a large number of pre-defined text modules. The feature add-on categories for text modules allows you to group certain text modules by category and browse through these categories by expanding or minimizing with a single click in Windows Explorer.

For example, a typical recurring question is the request to send out a user guide for one of your specific products. Today, you would probably browse down the long list of your pre-defined text modules and, once you finally have identified the right one with the user guide attached, you would send it out.

With this feature add-on, you consolidate all text modules related to your products’ user guides in a separate category like “user guides.” You can find it quickly, saving a lot of time trying to retrieve this information. This reduces your response time.


  • By building template categories recurrent requests can be answered even faster
  • Facilitates job training of new agents

Available in Service Package


Target Groups

  • IT Service Management
  • Call Centers
  • Service Providers
  • Any company working with SLAs

Please Note

Not compatible with the Feature Add-on: