Support Tickets: Saved Replies

What are Saved Replies?

Saved Replies are pre-written response templates designed for frequently recurring customer inquiries. Using them in your Support Tickets helps your team respond faster and ensures consistent messaging across all interactions.

Creating and Managing Saved Replies

To access your Saved Replies settings:

1. Select Support from the left navigation menu to open the Support Ticket Toolkit
2. Click the three-dot menu next to Support and choose Saved Responses, or select the Reply Icon from the right icon panel
3. You’ll enter the Saved Responses settings where you can organize all your templates

Editing an Existing Saved Reply

In your Saved Replies settings:

1. Locate the template you’d like to modify and click the Pencil Icon
2. Update the template name and/or body text as needed

Deleting a Saved Reply

To remove a template, click the Trash Icon next to the Saved Reply you want to delete.

Creating a New Saved Reply

1. Click the + Add New Saved Reply button
2. Enter a name for your template
3. Type the reply content into the text box

Adding Placeholders

You can personalize your templates by including dynamic fields. Click the Placeholder Icon within the text box to insert available placeholders into your reply.

Using a Saved Reply in a Ticket

1. Open a ticket and click the Reply Icon to compose your response
2. In the reply box, click the Saved Reply Icon to view your template library
3. A window will display all your available replies—select one by clicking its title
4. The template will populate your reply box
5. Send the reply as-is, or edit it first to customize for the specific ticket