Managing Quick Replies Templates

Dany Bouchard
Dany Bouchard
  • Updated

Overview

Quick replies allow you to insert pre-written messages into your external ticket's comments, helping you get more done in less time. 

This article covers the creation and management of quick replies templates.
To learn how to use them in a ticket, check this guide: Using Quick Replies

 

Video tour

 

Steps

Quick reply templates support both generic and ticket-specific Merge Tags

    1. Navigate to the Tickets menu
    2. Select the Settings sub-menu
    3. Click the Quick Replies tab
    4. Click on + Create template
    5. Fill out the name, translation language and message body
    6. Review your template by selecting the Preview tab
    7. Click on Create when your are satisfied
    1. Navigate to the Tickets menu
    2. Select the Settings sub-menu
    3. Click the Quick Replies tab
    4. Open the ellipsis menu UI-vertical-3-dots-menu.png next to the template you wish to edit
    5. Click on Edit
    6. Click on Save when you are done editing the template
    1. Navigate to the Tickets menu
    2. Select the Settings sub-menu
    3. Click the Quick Replies tab
    4. Open the ellipsis menu UI-vertical-3-dots-menu.png next to the template you wish to edit
    5. Click on Delete

Related to

Was this article helpful?

Have more questions? Submit a request