Saved replies and macros
Saved replies
A saved reply is text you insert into the composer with one click. Shared replies are managed by admins and available to everyone; personal replies are yours alone.
To insert one:
Open a ticket and click into the reply.
Type / in an empty reply, or click the Saved replies button.
Search, then click a reply to insert it. Edit it before you send.
To create one, open the saved replies picker and click New. To change one, click its Edit control. Each reply has a name, a body (up to 4,000 characters), and optionally a category for grouping, a shortcut, and actions. Admins can tick Share with the whole organization when creating a reply. An organization can keep up to 200 replies.
Variables
A reply can include placeholders that fill in when you insert it:
Variable | Becomes |
|---|---|
{{name}} | The customer's first name (or "there" if unknown) |
{{ticket_number}} | The ticket number |
{{subject}} | The ticket subject |
{{agent_first_name}} | Your first name |
Only these four are allowed. Saving a reply with any other {{placeholder}} fails with a message that lists the available ones, so a typo never reaches a customer.
Snippets (shortcuts)
Give a saved reply a shortcut code (lowercase letters, numbers, dashes, or underscores, 2 to 24 characters, starting with a letter or number). In the composer, type ;; followed by the code and a space, and the reply expands in place. Example: ;;hours expands your office-hours reply.
Macros
A saved reply can carry actions that run when you use it: set a status, set a priority, and add up to three tags. In the picker, replies with actions show a small marker ("Applies actions (status / priority / tags) when used").
When you insert a macro, the actions are staged on the send and apply once the reply goes out. If you only want the text this time, clear the staged macro with its × (Don't apply the macro's actions on this send) before sending.
A typical macro: "Fixed in release" with the status set to Solved and the tag fixed.
Reply and set a status in one step
Independent of macros, the arrow next to Send (More ways to send) lets you reply and move the ticket to a status at the same time, for example reply and mark Waiting on customer.
Signatures
Signatures belong to the email channel, and are plain text appended to replies sent from that inbox.
Forwarding inbox. Go to Settings → Help Desk → Channels, open the inbox's menu, choose Reply signature, and save.
Connected Gmail mailbox. Open it under Help Desk → Channels and fill in Reply signature.
Chat widget and Help Center replies do not carry a signature.
Forward a thread
To hand a conversation to someone without a Help Desk seat (a vendor, a colleague in another organization):
Open the ticket, click the … menu, and choose Forward thread….
Enter the email address and an optional note (up to 2,000 characters).
Click Send.
The recipient gets one digest email with the ticket header, your note, and the last ten customer-facing messages. Internal notes are never included. It is a new thread to an outsider: replies go to the sending address, not back into the ticket.