Quick Replies are pre-written message templates your team can insert when responding to tickets. They save time on common questions and keep responses consistent.

Where to Find Them

Manage Quick Replies in Settings > Global > Quick Replies. Owners, Admins, Managers, and Librarians can create and edit them.

Creating a Quick Reply

  1. Open Settings > Global > Quick Replies
  2. Click Add Quick Reply
  3. Enter a title (for easy identification) and the message text
  4. Save

Quick Replies support plain text up to 2,000 characters. The title is what you'll search for when inserting one into a ticket.

Using Quick Replies in Tickets

When composing a message on a ticket, use the Quick Replies button to browse and insert a saved reply. The text is inserted into your message editor, so you can customize it before sending.

Best Practices

  • Keep replies conversational, not robotic. Customers can tell the difference.
  • Create replies for your most common questions -- the ones you answer three times a day.
  • Review and update them periodically. Stale quick replies are worse than no quick replies.
  • Use descriptive titles so your team can find the right one fast.