Saved Replies (Canned Responses)
Stop typing the same response 47 times a day. Your fingers will thank you.
Creating a saved reply
Go to Settings > Saved Replies
Click "New Reply"
Give it a name (e.g., "Refund Process", "Password Reset", "Please Stop Yelling")
Write the reply template. You can use variables like
{{customer_name}}and{{ticket_number}}Save it
Using saved replies
When replying to a ticket, click the "Saved Replies" button in the editor toolbar. Select a reply and it'll be inserted into your editor. Customize it if needed, then send.
Pro tip: The most-used replies float to the top. So the more you use "We're sorry for the inconvenience," the faster you'll find it. Which is both convenient and slightly depressing.