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Overview
The display of content on your client support interface is driven by templates. The client support interface layouts are stored in the database as templates. These templates are editable via the admin control panel. Visual client support interface modifications and layout customizations can be made with knowledge of basic CSS and HTML.
The templating system of Fusion, Engage and Resolve is a database-driven system, meaning that the templates for all the components of the client support interface theme are stored in the database, and compiled together when a page of the client support interface is loaded.
Kayako Fusion, Engage and Resolve use a thrid party templating engine called Dwoo. You can find documentation of Dwoo syntax here
. Staff control panel and admin control panel themes are not managed by the internal template system. The files for these are “flat” (files stored in the file system). They can be found in the "../themes/" directory of your installation.
View and manage templates
To manage templates within a group click on Templates under Templates on the Options menu, as shown below.
You will be presented with a list of template categories for the default template, as shown below.
| Template Group | You can select the template group from the drop down menu, for which you wish to see the templates |
| Templates | Templates within a template group are categorized into sections for your convenience, thus, making it easier to source a template according to it's relevance on the client support interface |
To view templates within a section, click on the section's respective expand icon. To switch the template group you are viewing, select the Template Group you wish to switch from the drop down menu.
To expand all the template sections, click on the Expand/Contract link, as shown above. All templates within the section will be listed, as shown below.
Each template has an indicator icon, which is either gray, yellow or red.
| Grey | The template is not modified, and is in its default state |
| Yellow | The template is modified |
| Red | The template has been updated. The template requires an upgrade revert to implement the changes to the template made as part of a fusion, Resolve or Engage upgrade. In other words, the original version of the template has been modified in between software versions. A revert will restore a template to it's default state. For more information on template reverting, see restoring templates. |
Inserting a new template
To insert a new template in the support desk under a specific template section, expand that particular section and click Insert Template
You will be presented with all the configurable settings related to the new template, as shown
| Template Name |
Specify a name for the template. Special characters are not allowed in the template name |
| Template Group |
This is the template group under which this new template will be created |
| Template Category |
This is the template category/section under which this new template will be created for example General, Tickets etc. |
| Template Data |
The template code is written in Dwoo Template Engine, and is inserted in this text area |
Click Save to save the inserted code and return to the templates, or click Save & Reload to save the currently inserted code and continue editing the template.
Editing a template
To edit a template, click on the respective template's name. The contents of that template will be shown to you in a text area. The following example shows the contents of the "footer" template.
there are two different configurable settings tabs that are provided in the edit section, which are
- Template
- History
All the configurable settings specific to these two parts are described further
Template
| Status |
The template will be in one of the following three statuses:
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| Date Added/Modified |
The date and time at which this template was added or modified |
| Template Version |
The current version of the template |
| Save as New Version |
You may specify here, if you are modifying this template then should it be saved as a new version or under the current version only |
| Changelog Notes |
Describe in brief what changes you have made to this template |
| Template Data |
This text area shows the contents of the template. You can modify the contents of this template here |
You can restore this particular template, if modified, by clicking on Restore tab.
 | Restoring a template will remove all the custom modifications made to it, and the template will come to its default state |
Click Save to save the edits you have made to the template and return to the templates section, or click Save & Reload to save the current edits and continue editing the same template.
History
| History Description | The history tab shows the changes made to this template. The following information can be retrieved:
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Compare
The template comparison tool allows you to visually compare templates, and it highlights the section that has been changed in the template. You can view, compare, revert, collaborate and track template changes. Click Compare and you will be presented with the comparison output for that particular template. The following example shows the comparison between the changes made to the "footer" template
In the above snapshot, the left hand side shows the original code of the "footer" template, and the right hand side shows the modified code. It clearly shows that some code has been inserted on line number 4, hence making it easy to track and revert the changes.
Export Diff
The export diff tool will export the template code, as a patch file, that has been included or excluded from the original. A + will show the lines or white spaces added and a - will show the lines that were present in the original but has been excluded during modification. The following snapshot shows an example template code exported file.
