Quick Replies

What Are Quick Replies?

Quick replies are pre-written response templates (sometimes called canned responses) that you can insert into your ticket replies. They save time on repetitive answers and help maintain a consistent tone across your team.

Each quick reply has a name for easy identification and a body containing the response text. Quick replies are shared across your workspace, so any team member can use them.

Creating Quick Replies

Navigate to your workspace settings to manage quick replies. When creating one, choose a clear name that describes when to use it (e.g., "Password reset instructions" or "Refund policy"). Then write the body text.

Using Variables

Quick replies support dynamic variables that are replaced with real values when the reply is inserted into a conversation. The following variables are available:

Variable	Description
{{contact.name}}	The contact's name (falls back to "there" if unknown)
{{contact.email}}	The contact's email address
{{ticket.subject}}	The ticket's subject line
{{ticket.id}}	The ticket's ID number
{{agent.name}}	Your name (the replying agent)
{{agent.email}}	Your email address

For example, a quick reply body might look like:

Hi {{contact.name}},

Thank you for reaching out. I've looked into your issue regarding "{{ticket.subject}}" and here's what I found:

[Your response here]

Best regards,
{{agent.name}}

Inserting Quick Replies

When composing a reply in the ticket view, use the quick reply selector to browse your available templates. Selecting a quick reply inserts its content into the composer with all variables automatically replaced. You can then edit the text before sending.

Quick replies work as a starting point. Feel free to customize the inserted text to fit the specific situation before hitting send.