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 (opens in new tab) ).

2. When no templates exist, select Add Your First Template. Otherwise select Add template.

   

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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.

   

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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 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