Pre-written message templates. Stop retyping the same answer to the same question.
Using a Quick Reply
When composing a reply in a ticket, look for the Quick Reply suggestions. Click one to insert its text into your reply box. Edit it before sending if you need to personalize.
Creating Quick Replies
- Go to Settings > Global Tab > Quick Replies
- Click + Add Quick Reply
- Enter a Title (for finding it later) and the Text (the actual message)
- Save
That's it. No categories or shortcut codes to configure -- just a title and the message body.
Editing and Deleting
Each Quick Reply has edit and delete buttons. Click edit, change what you need, save. The text field supports up to 2,000 characters.
Who Can Manage Quick Replies
Owners, Admins, Managers, and Librarians can create and edit Quick Replies (the manage_quick_replies permission).
Tips
- Quick Replies are starting points, not scripts. Always personalize before sending.
- Start with three to five common responses. Build your library as patterns emerge.
- Keep them short. Nobody wants to receive a wall of canned text.