Quick Replies

Overview

Quick Replies are pre-written response templates that help agents respond to common questions faster. Instead of typing the same responses repeatedly, use Quick Replies to insert templates instantly.

Using Quick Replies

In a Ticket

Open the ticket
Click the Quick Replies button (or press shortcut)
Search or browse available templates
Click to insert the template
Customize if needed
Send the reply

Placeholders

Quick Replies can include placeholders that auto-fill:

{customer_name} - Customer's name
{ticket_number} - Ticket reference number
{agent_name} - Your name
{company_name} - Company name

💡

TipUse placeholders like {customer_name} and {ticket_number} to personalize templates automatically. This saves time while keeping replies feeling personal and relevant to each customer.

Example template:

Hi {customer_name},

Thank you for contacting us regarding ticket #{ticket_number}.

Best regards,
{agent_name}

Managing Quick Replies

Navigate to Quick Replies

Go to Settings > Quick Replies

Creating a Quick Reply

Click "Add Quick Reply"
Enter a title (for searching)
Choose a category (optional)
Write the reply content
Add placeholders as needed
Save

Editing a Quick Reply

Click on the quick reply
Update content
Save changes

Deleting a Quick Reply

Click delete icon
Confirm deletion

Organizing with Categories

Group related templates:

Greetings
Closing messages
Technical issues
Billing questions
Status updates

📧

NoteOrganize your templates by category for faster access. When you have many Quick Replies, categories let agents quickly filter and find the right template without scrolling through the entire list.

Template Best Practices

Keep it Personal

Even with templates, add personal touches:

Reference specific issue
Add relevant details
Adjust tone as needed

Use Clear Titles

Make templates easy to find:

"Greeting - New Ticket"
"Closing - Issue Resolved"
"Billing - Refund Process"

Regular Updates

Review templates quarterly
Update outdated information
Add new templates for common questions
Remove unused templates

Example Templates

Greeting

Hi {customer_name},

Thank you for reaching out to us. I'm happy to help you with your inquiry.

Need More Information

Hi {customer_name},

To assist you better, could you please provide:
- [Specific detail 1]
- [Specific detail 2]

Once I have this information, I'll be able to resolve your issue quickly.

Issue Resolved

Hi {customer_name},

Great news! The issue you reported has been resolved.

Please let me know if you have any other questions or if the problem persists.

Best regards,
{agent_name}

Follow-up

Hi {customer_name},

I wanted to follow up on your recent support request (#{ticket_number}).

Is there anything else I can help you with? If your issue is resolved, feel free to close this ticket.

Best regards,
{agent_name}

Next Steps

AI Reply -- Generate AI-powered response suggestions
Managing Tickets -- Use Quick Replies when responding to tickets
Settings -- Manage Quick Reply templates in settings