Ticket Reply Templates

Create and manage canned responses for faster, consistent ticket communication.

Overview

• Centralized template library
• Enable/disable templates
• Insert into replies with one click

Access

• Team > Ticket Reply Templates
• Requirements: Tickets module enabled
• Permissions: manage_workspace_settings for management, reply_to_tickets for usage

Managing Templates

1. Create a template
2. Enter name and message content
3. Save
4. Toggle active to control availability

Using Templates in Tickets

1. Open a ticket
2. Click Templates in the reply box
3. Pick a template
4. Adjust content as needed
5. Send

Best Practices

• Keep templates concise and friendly
• Use placeholders where appropriate
• Review regularly to keep up-to-date

Troubleshooting

• Templates not available: Enable reply templates in Tickets module settings
• Cannot edit: Check template management permissions