Templates are pre-written replies your agents insert into a ticket instead of typing the same answer for the hundredth time. They make responses faster and — more importantly — consistent.
Templates are managed per brand, so each brand can have its own tone, signature and language.
Create a template
- Go to Settings.
- Open Templates.
- Select Add template.
- Give it a name agents will recognise in the composer.
- Write the content.
- Save.
Using placeholders
Templates support placeholders that are replaced with real values when the template is inserted — the customer's name, the ticket subject, the ticket URL, the brand. This is what stops a template reading like a form letter.
Type the placeholder exactly as documented; a mistyped placeholder is inserted as literal text and will be visible to the customer.
Templates in more than one language
Where your workspace supports multiple languages, write the template in each active language. Agents then get the version matching the ticket's language rather than having to translate on the fly. See Language configuration.
Templates vs quick replies
Templates — Longer, structured responses, usually for email and tickets. Used in the ticket reply composer.
Quick replies — Short, high-frequency phrases with shortcuts. Used in live chat.
Both exist because chat and email need different things. See Managing quick replies.
Using a template
In the ticket reply composer, open the template picker and select the one you need. It is inserted into the editor, where you can edit it before sending — a template is a starting point, not a locked script.
Good practice
- Write templates that can be sent as-is for the common case, and edited for the rest.
- Name them by situation, not by number — "Refund approved — 3-5 days" beats "Template 7".
- Review them periodically. Templates outlive the policies they describe, and a stale template sends wrong information at scale.
- Avoid over-templating. If a customer's question is unusual, a written-from-scratch answer is faster than hunting for a template that half fits.