Ticket Reply Templates

Save reusable responses for faster ticket replies while allowing the sender to review and adjust each message.

Requirements

The Tickets feature must be included in the workspace plan and enabled as a module. Managing the template library requires manage_workspace_settings; sending a ticket reply requires reply_to_tickets.

Create a Template

1. Open Ticket Reply Templates in the team workspace.
2. Create a template and enter its name and message content.
3. Add a category and select the applicable ticket types if needed.
4. Use the supported merge tags for dynamic values.
5. Set its active status and save.

Edit or deactivate a template when a response changes. Remove templates that are no longer useful. Active status and ticket-type availability determine which templates can be used in the relevant reply workflow.

Use a Template

1. Open a ticket and its reply editor.
2. Open Templates and choose a suitable response.
3. Review the processed message and any filled merge tags.
4. Adjust the wording and send the reply.

Selecting a template prepares content; it does not send the reply automatically. Avoid leaving manual placeholders in a message intended for a client.

Troubleshooting

• Template unavailable: Check Tickets module access, the reply-template module setting, its active status, and ticket-type restrictions.
• Cannot manage the library: Check manage_workspace_settings.
• Cannot send: Check reply_to_tickets and the ticket's current availability.
• Unfilled values: Use the merge tags supported by the template and review the inserted text before sending.