Predefined Replies

Predefined replies let your staff give quick answers to common questions in support tickets. This allows your staff to spend their time on the tickets that need it most. It also ensures that the information you give is complete, accurate, and consistent every time. Predefined replies and categories are only visible from within the Admin Area.

You can access this feature at Support > Predefined Replies.

Categories

Before you can add a predefined reply, you must add a category to store it in.

To do this:

1. Go to Support > Predefined Replies.
2. If you want to make the new category within another category, click that category's name.
3. Click Add Category.
4. Enter a Category Name.
5. Click Add Category.

To edit a category, click the edit icon next to its name, update the information, and click Save Changes.

Predefined Replies

To create a predefined reply:

1. Go to Support > Predefined Replies.
2. Navigate to the category that will store your predefined reply by clicking category names.
3. Click Add Predefined Reply.
4. Enter a Reply Name.
5. Click Add Article.
6. Enter your message in the text box.
   • Use the Available Merge Fields to add the submitter's full name, first name, or email address to the body of the message.
   • Use the toolbar to apply formatting like bolding or linking.
   • Click Preview to view the formatted message.
   • Click the question mark icon () to view a guide to markdown formatting.
7. Click Save Changes.

To edit a predefined reply, navigate to the category that will store your predefined reply by clicking category names. Then, click the name of the reply, edit it, and click Save Changes.