Ticket Field Support To End Users

  • DC- Powerful Tool for Localizing Content

    Dynamic content is used to set some properties of ticket fields like ticket forms, user fields and organization fields. Dynamic content is the combination of text and variants in other languages. The content is represented by a placeholder which insert ticket based content on end user preferences. For instance, dynamic content can be used to fill the title of ticket field.

    Dynamic content is an amazing feature offered by CUGIC ticketing services as it allows you to create your own translations and also reference them in Triggers and Macros, using placeholder. Dynamic content supports HTML code.


  • Multiple Language Support with DC

    While creating dynamic content, you select default language and add the text of dynamic content. Variants can be created for every language Cugic supports.

    To create a dynamic content item:

    • Click the admin icon and select Dynamic Content.
    • Click add item and enter the title for dynamic content.
    • Select the default language.
    • Enter text of dynamic content.
    • CUGIC placeholders can be used in dynamic content.
    • Click Create.
  • Emoji Emoticons in Tickets

    You can add emojis to your ticket comments when they are enabled. Emoji emoticons are a combination of character that renders as a picture in the ticket comments or email notification.

    To use Emojis in ticket comments:

    • Type the combination of characters for the emoji symbol you want to use in a ticket comment.
    • Symbols begin with a colon. (For instance, :house)
    • An auto-complete reference of emoji symbols will appear as you type. The emojis will be rendered once the ticket comment is submitted.
    • Click submit to update the ticket.
    • You emoji will appear in the ticket comment.

Data Hierarchy

It is important to know how dynamic content is structured. It is a parent/child hierarchy where variants belong to items.

  • Items

    Items are dynamic content placeholders which are defined by content creators. Every item defines a namespace for a specific content, like resetting password or upgrading price plan. The content contains the variants.

  • Variants

    These are locale-specific content, where the context is based on the item to which they belong. You can have one variant per item. For instance, if an item has 3 variants, they all must have a unique locale.