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Reply templates store reusable answers for common questions.

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Create a template

  1. Open the reply template menu in the ticket composer.
  2. Select New template.
  3. Add a title and response.
  4. Save the template.
Use {{customer}} for the customer’s name and {{agent}} for your name. These values are filled in when the template is inserted.

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Use a template

Open the template menu and select a saved response. The text is added to the composer, where you can edit it before sending. You can edit or delete templates from the same menu.
Reply templates are shared with the workspace and may depend on your current plan.