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
-
- Navigate to the Tickets menu
- Select the Settings sub-menu
- Click the Quick Replies tab
- Click on
+ Create template
- Fill out the name, translation language and message body
- Review your template by selecting the Preview tab
- Click on
Create
when your are satisfied
-
- Navigate to the Tickets menu
- Select the Settings sub-menu
- Click the Quick Replies tab
- Open the ellipsis menu next to the template you wish to edit
- Click on
Edit
- Click on
Save
when you are done editing the template
-
- Navigate to the Tickets menu
- Select the Settings sub-menu
- Click the Quick Replies tab
- Open the ellipsis menu next to the template you wish to edit
- Click on
Delete
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