Overview
Quick replies allow you to insert pre-written messages into your external ticket's comments, helping you get more done in less time.
They can be selected from a collection of templates your organization will create and edit as your needs evolve.
Check this guide to learn how to manage templates: Managing Quick Replies Templates.
Video tour
Steps
Quick replies can only be used when posting an external comment on an external ticket.
Follow these steps to insert a quick reply and optionally link the ticket to a customer account.
Navigate to an external ticket.
Switch to the Comments tab.
Make sure your comment is set to External.
Click the
Quick Repliesbutton-
Select the desired template from the list.
If you need to link the ticket to a customer account, click the gear icon in the external comment modal, then select the customer account in the modal that opens. Also, validate the email where your answer will be sent.
Review and send your comment.
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