Reply templates

Saved answers agents can insert into a ticket instead of retyping them. They make replies faster and, more importantly, consistent.

Menu path Support › Settings › Reply templates

Address https://hub.cnvconnect.com/tickets/canned-responses

Permission support_templates:view

Who uses it support administrators and agents

The screen

1. Page title — quick-reply templates for the reply box on a ticket.
2. Add template — create one.
3. Search — by title, content, short code or group.
4. Empty state — nothing to insert yet; the Template button on a ticket will offer nothing until this list has entries.

How to…

Create a template

1. Select Add template.
2. Give it a title an agent will recognise in a hurry ("Password reset steps").
3. Write the body. Keep the tone neutral so it fits most situations.
4. Assign a short code — typing it in the reply box inserts the template without opening the picker.
5. Group related templates so the list stays navigable as it grows.

Use one

In a ticket, select Template in the reply toolbar and pick it, or type its short code. Always read the inserted text before sending — a template that has not been adapted is usually obvious to the customer.

Keep the library healthy

Review it every few months: delete templates nobody uses, and turn a reply you have written three times this week into a new one.

Notes

• Templates are for the customer response box as well as internal notes.
• They are plain content, not automations; nothing is sent on your behalf.
• For messages the system sends automatically, see Notification templates and E-mail templates.