Saved replies
A saved reply is reusable reply text you insert into a ticket instead of typing the same answer again. The name you give it is just a label for your picker; the customer never sees it.
Text only, for now
Saved replies hold Markdown text. There are no merge fields and no ticket actions attached to them yet, so write the body the way you want it to read and fill in any specifics by hand after you insert it.
Three scopes
Every saved reply belongs to one of three scopes:
- Personal: visible only to you, across every brand you work in. You create, edit, and delete your own.
- Brand: shared with the whole team on one brand. An admin manages these from the Brands area.
- Company: shared across every brand in the workspace. An admin manages these from Company settings.
Using saved replies in a ticket
When you open the saved-reply picker on a ticket, it shows company replies, the replies for that ticket's brand, and your own personal replies, grouped and searchable. Pick one and it drops in at your cursor: into an empty draft it fills the whole reply, mid-draft it appends where you were typing.
To create a personal saved reply
- Go to Account → Saved replies and click New.
- Name it and write the body.
- Save.
- In any ticket, open the saved-reply picker and insert it.
Need a reply the whole team can use? Personal replies are self-service, but brand and company replies are set up by an admin, in the Brands area for a single brand or in Company settings for all of them.