How to Add Predefined Replies

Predefined replies let your staff quickly answer tickets about common issues. This can save time and money and ensure that you give consistent service to all of your customers.

Adding a Predefined Reply

To add a predefined reply, first go to Support > Predefined Replies.

First, you need to create a category. To add one, click Add Category.

Enter a Category Name and click Add Category.

Under Browse by Category, click the category's name. From here, you can add predefined responses to that category.

Click Add Predefined Reply.

Enter a Reply Name, and then click Add Article.

If you want to, you can edit the Reply Name and Category. Then, enter your message, using the Available Merge Fields if you want to include the ticket submitter's full name, first name, or email address.

This message supports the use of markdown.

You can click Preview to preview the message and review formatting. Then, click Save Changes.

Using Predefined Replies

To use a predefined reply, click Insert Predefined Reply under Add Reply in the desired ticket.

In the list of categories, click the desired category.

Then, click the name of the predefined reply. The text will appear in the Add Reply text box.

From here, make any edits to the predefined reply text or add more information. Then, click Reply.