Ticket templates help your support team save time and maintain consistent communication when replying to client tickets. Instead of typing the same response repeatedly, you can use predefined templates for common issues or questions.
How to Use Ticket Templates
Go to Tickets > Templates to create or manage your templates.
- Add a title for the template to identify it easily.
- Write the reply content. You can include links to Knowledge Base articles or other helpful instructions.
- Save the template.
- You can assign a ticket type to a template if you want it to appear only for that specific type. If no type is selected, the template will be available for all ticket types.
- Ticket templates can be marked as private (visible only to you) otherwise (shared with all team members).
When replying to a support ticket, you can choose the ticket templates from here:
By setting relevant ticket types and visibility options, you can keep your templates organized and context-specific, making your support workflow more efficient and faster.