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.

Add a Predefined Reply #

To add a predefined reply:

1. Go to Support > Predefined Replies.
2. If you need to create a category to store your predefined reply, click Add Category. Predefined replies always exist within categories.
   
   Enter a Category Name and click Add Category.
   
3. Under Browse by Category, click the category’s name.
4. Click Add Predefined Reply.
5. Enter a Reply Name.
6. Click Add Article.
7. Enter your message, using the Available Merge Fields if you want to include the ticket submitter’s full name, first name, or email address.
   
8. Click Save Changes.

Last modified: October 30, 2024