Manage Helpdesk Integration Templates

A helpdesk integration template holds the settings Cloud Voice uses to connect to a specific helpdesk platform and match calls to its records. The Template Management page is where you keep those templates current: you can pull down updated defaults, branch your own editable copies, change their configuration, and carry templates from one system to another. The sections below cover each task.

Where to start

Every procedure on this page begins in the same location:

1. Sign in to the PBX web portal and go to Integrations > Helpdesk.

2. Click Template Management in the top-right corner of the page.

   

Template Management has two tabs. Default Templates lists the templates that ship with your system, and Custom Templates lists the copies you make and maintain yourself.

Update a default template

New versions of the built-in templates are released from time to time. You can look for a newer version and decide whether to apply it.

Note

Detecting new templates requires internet access. If your PBX cannot reach the internet, no updates will be found.

1. On the Default Templates tab, click Check for New Template above the list.

2. When an update is found, click the download icon () next to the template, then confirm with OK in the dialog.

   The updated content applies immediately. If a helpdesk integration is already using this template, that integration is updated at the same time.

   Caution

   Applying a new default template takes effect right away and overwrites the settings of any live integration built on that template. Confirm the change is expected before you click OK, since there is no separate step to review it first.

3. Click the view icon () beside the template to see the revised configuration.

Save a default template as a custom copy

Branching a default template gives you a version you can freely modify for your own requirements while the original stays intact.

1. On the Default Templates tab, click the save-as icon () next to the template you want to copy.

   

2. Complete the template details in the dialog:

   • Helpdesk Name: Name the template.
   • Remark: (Optional) Add a short note about the template.

3. Click Save.

Your copy is added to the Custom Templates tab, where it is ready to edit.

Edit a custom template

There are two ways to change a custom template: through its configuration page or by working with its XML directly.

Note

This changes only the settings surfaced on the web page. Any custom configuration held inside the template itself is left untouched.

Edit through the configuration page

1. On the Custom Templates tab, click the edit icon () beside the template.

2. Update the settings in the dialog as needed.

3. Click Save.

4. If this template is already integrated with your PBX, apply the update to the live integration:

   

   1. Click the refresh icon () beside the template.
   2. Click Confirm in the dialog.

Edit the XML directly

1. On the Custom Templates tab, click the view icon () beside the template.

2. Click Edit at the bottom of the view window.

   

3. Adjust the XML content, then click Save.

   The changes apply immediately. If the template is already integrated with your PBX, they reach the existing integration in real time.

Download custom templates

Download a template when you want a backup, need to load it onto another PBX, or plan to edit its parameters by hand.

1. Open the Custom Templates tab.
2. Select one or more templates, then click Download.

The template files are saved to your computer.

Upload a custom template

Uploading a template file is a fast way to add an integration you prepared elsewhere.

Note

• You can keep up to 10 custom helpdesk integration templates.
• Each file must be under 1 MB.

1. Open the Custom Templates tab.
2. Click Upload above the template list.
3. In the dialog, click Browse and choose the template file.
4. Click Save.

The file is added to your system and appears in the template list.

Delete custom templates

Caution

Deleting a custom template is permanent and cannot be undone. If you might need the template again, download a copy first (see Download custom templates).

1. Open the Custom Templates tab.
2. To remove a single template, click the delete icon () beside it, then click OK in the dialog.
3. To remove several templates together, select them, click Delete above the list, then click OK in the dialog.