# Create reply templates

> Create shared ticket reply templates with formatted content and shortcodes, then insert active templates from the ticket composer.

URL: https://www.agencytitan.com/help/tickets/create-reply-templates/

Create **Reply Templates** for answers your team sends often. Active templates appear in the ticket composer so a team member can insert a complete response, personalize it, and send it without rewriting the same message.

## Who this is for

Agency team members who manage shared ticket responses. Requires **Manage Ticket Settings**.

## Before you begin

- Decide which customer question the template should answer.
- Write a short name that will be easy to find in the composer.
- Identify any ticket shortcodes the response should fill dynamically.

## Open Reply Templates

1. Open **Settings**, then **Tickets**, then **Reply Templates** ([/settings/tickets/reply-templates](https://app.agencytitan.com/settings/tickets/reply-templates)).
2. When no templates exist, select **Add Your First Template**. Otherwise select **Add template**.

   ![Ticket settings Reply Templates page with an empty state and Add Your First Template button](/docs/screenshots/tickets-v2/ticket-reply-templates-empty.png)

## Create a template

1. Enter **Name**. This is the label team members search for in the composer.
2. Optionally enter **Description** to explain when to use the template.
3. Write the response under **Template body**.
4. Use the editor controls to format headings, lists, links, alignment, and other content.
5. Insert supported ticket shortcodes when the response should include dynamic record values.
6. Keep **Active (available for selection in the composer)** on.
7. Select **Create template**.

   ![New reply template drawer with Name, Description, rich text Template body, Active switch, and Create template button](/docs/screenshots/tickets-v2/ticket-reply-template-new.png)

## Use a template in a reply

1. Open a ticket and select **Reply**.
2. Open the template picker in the composer.
3. Search for the template by name or description.
4. Select the template.
5. Review the inserted text, confirm any shortcode values, and personalize the response.
6. Add recipients and select **Send**.

See [Reply to a ticket](/help/tickets/reply-to-a-ticket/) for the complete composer flow.

## Edit, deactivate, or delete a template

- Edit a template when future replies need updated language.
- Turn off **Active** to remove it from the composer without deleting it.
- Delete a template to remove it from the library.

Changing or deleting a template does not recall messages already sent. The list shows template status, usage count, and updated date so you can identify stale or heavily used responses.

## Expected result

- The template appears in **Reply Templates**.
- Active templates appear in the ticket composer.
- Selecting a template inserts its body into the current reply for review and editing.

## Troubleshooting

| Symptom | Likely cause | What to do |
| --- | --- | --- |
| **Add template** is missing | You lack **Manage Ticket Settings** | Ask a workspace owner to review your ticket settings permission |
| **Create template** stays disabled | **Name** or template body is empty | Enter both required values |
| Template does not appear in the composer | It is inactive or search excludes it | Turn on **Active** and clear template search |
| Inserted text shows the wrong value | Shortcode context is missing or the shortcode is incorrect | Review the ticket data and replace or correct the shortcode |
| Old messages did not change after an edit | Expected behavior | Template edits affect future insertions only |

## Related articles

- [Tickets overview](https://www.agencytitan.com/help/tickets/overview/): How the Tickets inbox, ticket conversations, assignment, statuses, inboxes, routing rules, and reply templates fit together.
- [Reply to a ticket](https://www.agencytitan.com/help/tickets/reply-to-a-ticket/): Send a customer reply from the ticket composer, add recipients and attachments, use a template, or leave an internal note.
- [Set up a ticket inbox](https://www.agencytitan.com/help/tickets/set-up-a-ticket-inbox/): Connect an email or SMS channel in ticket settings and configure visibility, defaults, inbound behavior, and outbound behavior.
- [Find and work tickets](https://www.agencytitan.com/help/tickets/find-and-work-tickets/): Use inboxes, quick filters, statuses, departments, client filters, and search to find and open tickets in the Tickets inbox.