Support  ·  Working tickets

Saved replies

Write the answers you give often once, then drop them into any ticket.

Saved replies are answers you type again and again, like “Your password’s been reset” or “The part is on order.” Write one once here, and on any ticket you’re working it’s two clicks away.

Use one on a ticket

Under the reply box, pick from Saved replies… and click Insert. The text drops in where your cursor is, and you can change it before you click Send. The Manage saved replies link next to it brings you here.

Write one

1. Give it a Name you’ll recognize in the list, like “Password reset done.”
2. Write the Reply.
3. If you see a Who can use it box, pick who it’s for (see below).
4. Click Save.

Fill in the details

Fill-ins are swapped for the ticket’s own details when you insert the reply. Open Fill-ins under the form for the full list. The ones you’ll use most:

• {requester.firstname} for the requester’s first name
• {ticket.number} for the ticket number, like #123
• {ticket.title} for the ticket’s title
• {my.firstname} for your first name

So “Hi {requester.firstname}, ticket {ticket.number} is all set.” reads like you typed it yourself.

Personal and shared replies

Replies you write are Just me unless you share them. Two kinds of people can share:

• Department managers can share a reply with their department’s staff. Techs on that department’s teams and its managers can use it.
• People who can change settings can share with any department, or with Every tech.

Everyone else’s replies stay personal, so they don’t see the Who can use it box at all.

Shared replies show under Shared, labeled with who they’re for. People who see every ticket or change settings see every department’s shared replies.

Change or delete one

Click Change or Delete next to a reply. You can always change your own. A department’s shared replies can be changed by its managers, and any shared reply by people who change settings. Changes to shared replies are written to the audit log.