Response Templates
Save time on repetitive replies. Create reusable templates with placeholders that fill in automatically, so your team can respond faster without retyping the same messages.
What are response templates?
Response templates are pre-written messages that your team can insert into email replies with a single click. Instead of typing out the same response for common questions, password resets, order confirmations, or follow-up messages, you write the message once and reuse it across tickets.
Templates support rich text formatting (bold, italic, underline, links, lists) and dynamic placeholders that fill in with the actual contact name, ticket number, and other details at the time of use.
How to manage template categories
Before creating templates, you may want to organize them into categories. Categories help your team find the right template quickly, especially as the number of templates grows.
Navigate to Settings > Templates to manage categories and templates. From here you can:
- Create a new category by typing a name and clicking the add button
- Rename an existing category by clicking the edit icon next to it
- Delete a category (templates in that category become uncategorized, they are not deleted)
How to create a template
On the Settings > Templates page, click New Template. Fill in the following:
- 1 Name. A short, descriptive name so your team can find it quickly (e.g., "Password Reset Instructions", "Order Shipped Confirmation").
- 2 Description (optional). A brief note about when to use this template.
- 3 Category. Select a category to organize the template, or leave it uncategorized.
- 4 Visibility. Choose Shared (visible to all team members) or Personal (visible only to you).
- 5 Body. Write your template content using the rich text editor. You can format text with bold, italic, underline, links, and lists. Use the placeholder menu to insert dynamic fields.
Using placeholders
Placeholders are special tags that get replaced with real data when you insert a template into an email reply. For example, if your template says "Hi {{contact_name}}", it will become "Hi Sarah Chen" when used on a ticket where Sarah Chen is the requester.
The available placeholders are:
- {{contact_name}} — the requester's full name
- {{contact_first_name}} — the requester's first name only
- {{contact_email}} — the requester's email address
- {{ticket_number}} — the ticket number (e.g., TK-0042)
- {{ticket_title}} — the ticket's title/subject
- {{agent_name}} — your name (the agent sending the reply)
- {{org_name}} — your organization's name
To insert a placeholder, click the Placeholders button in the template editor toolbar and select the one you want. It will be inserted at your cursor position.
Personal vs shared templates
When creating a template, you choose its visibility:
- Shared templates are visible to every agent and admin in your organization. Use these for standard responses that the whole team should use.
- Personal templates are only visible to you. Use these for your own shortcuts or draft responses you are still refining.
Inserting a template into an email reply
When composing an email reply on a ticket, you will see a template picker button. Click it to open the template browser, where you can:
- Search templates by name
- Filter by category
- Preview the template with placeholders already resolved using the current ticket's data
- Click a template to insert it into your reply
The template content replaces whatever is in the email body. Placeholders are resolved at the time of insertion, so you see the actual values before sending.
Editing, duplicating, and deleting templates
From the Settings > Templates page, each template has actions to edit, duplicate, or delete it. Duplicating a template creates a copy that you can modify without affecting the original. Deleting a template is permanent and cannot be undone.
Frequently asked questions
Can agents create shared templates?
Yes. Both agents and admins can create shared templates that are visible to the entire team.
What happens to placeholders if the contact information is missing?
If the ticket does not have a requester contact, or the contact is missing a field like email, the placeholder tag (e.g., {{contact_email}}) will remain in the message as-is. Review the preview before sending to catch any unresolved placeholders.
Is there a limit on how many templates I can create?
Yes. Each organization can have up to 100 response templates and up to 30 template categories.
Can I use templates outside of email replies?
Templates are currently designed for use in email replies on tickets. They cannot be inserted into ticket comments or other areas of the app.
Can I reorder templates?
Templates are listed alphabetically by name within their category. To control ordering, you can adjust the template name or move it to a different category.