Even the most extensive knowledge base cannot stop common questions from coming to your service desk. You don’t want technicians to keep typing out the same replies again and again.
With Reply Templates, you can create a predefined set of emails for recurring issues, and send them out with a single click.
To access Reply Templates:
Navigate to Settings > Advanced Configuration > Reply Templates. Click ‘Create’.
2. Name and describe your reply template on the ‘Create Reply Template’ page.
3. Type in the required content for the reply template and Click ‘Save’.
Personalize your reply templates with a suite of placeholders. You can find them on the right-side panel.
To edit/delete reply templates:
Navigate to Settings > Advanced Configuration > Reply Templates.
2. On the Reply Templates page, click the edit/ delete icon to make changes to existing templates or remove them from the templates list.