Replying to a ticket

Learn how replying to tickets gets easier with's service desk.

Manish Balaji avatar
Written by Manish Balaji
Updated over a week ago

Replying to tickets

The ticket page in is akin to a chat interface. Our conversational UI makes it much easier for you to differentiate your messages from clients' replies.

You can compose and send rich-text replies or choose a reply template from your runbook.

Setting up reply templates

1. Go to Settings > Templates under Advanced Configuration and select the Reply tab.

2. Give your template a title and frame the body using our rich text editor.

💡 SuperTip

Personalize email templates with the help of placeholders by typing '#', which will show you a list of all available placeholders.

4. Hit Save when you're done.

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