Adding Placeholders to Saved Replies

Your agents can increase efficiency without sacrificing that personal touch by adding dynamic placeholders to saved replies. Placeholders dynamically insert existing information such as a customer's name or email address, so your agents don't have to.

To add a placeholder to a saved reply:

  1. Hover over Tickets in the side panel and click Saved Replies
  2. Click + Create Reply or edit an existing saved reply. 
  3. Click in the Reply text field. 
  4. Type and select a placeholder.

Add any of the following placeholders to saved replies:

Notes:
  • For more on creating saved replies click here
  • To learn how to add saved replies to your tickets click here

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Creating a Saved Reply

Saved replies are prewritten templates that can be easily added to an agent's reply. They provide an efficient tool for giving answers to repeat questions which overall saves you time and simplifies your workflow. Important:To create or edit shared saved replies, you must be an administrator or have a custom role with Manage shared saved replies enabled in the Ticket List & Saved Replies permissions. We recommend using saved replies to:Create fun opening and closing customized replies.Quickly insert common solutions by typing # and a reply shortcut.Insert dynamic placeholder text and reduce the need to manually customize every detail. To create a saved reply: Hover over Tickets in the side panel and click Saved Replies.  Click + Create Reply. Select the type of saved reply: Shared: Content is available to all agents. Personal: Content is only available to one agent.  Click in the Name field and enter a title. (Optional) Click the Tags field and enter a keyword or phrase (e.g. #refund). Click the Reply text field and enter the content of your saved reply. You can also: Click the Add attachment icon to add an image document link. Click the Add emoji icon to add an emoji.  Type $ to add dynamic placeholder text.  Select the checkbox to send the saved reply to be translated to all your available languages. Note: Click Change to select specific languages for translation.  Click Save Reply.Next:Learn more about adding placeholder text to your saved replies here. Learn how to add saved replies to tickets here. 

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Updating a Saved Reply

Keep your saved replies updated so your customers never miss important information. To update a saved reply: Hover over the Tickets icon in the main menu on the left. Click Saved Replies. Scroll down the list and select the relevant saved reply. Note: To search for a specific saved reply click the search bar at the top and enter any relevant keywords. Click an option button below the search bar to show results from All replies, Shared replies, or Personal replies. Click in the Title field and enter a title. (Optional) Click the Reply Shortcut field and enter a keyword or phrase (e.g. #refund). Note: Agents can type this keyword or phrase into their replies to automatically add the content of the saved reply.  Click the Reply text field and enter the content of your saved reply. You can also: Click the Add attachment icon to add an image or a link to a document. Click the Add Emoji icon to add an emoji. Type $ to add dynamic placeholder text. Select the checkbox to send the saved reply to be translated to all your available languages. Note: Click Change to select specific languages for translation.  Click Update Reply.Tip: Add dynamic placeholder text by typing $ within the Reply text for a drop-down list with all your options.  Sort your saved replies by the order they were created by toggling between Newest first and Oldest first in the top right corner of your Saved Replies page. Note:After saving a reply, it is not possible to switch a Personal saved reply to a Shared reply, or vice versa. 

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Adding a Saved Reply to a Ticket

Saved replies are a great way to respond to your most frequently asked questions. They allow you to simplify your workflow and save time while replying to tickets. Rather than repeatedly writing lengthy responses to the same questions, you can create replies ahead of time and use them to respond to your customers. To add a saved reply:Go to the relevant ticket and click the reply field.Click the Saved Replies icon .(Optional) Click Filters to the right of the search field to view results by sharing type.Scroll or search for a specific saved reply and click to preview it. Click Add to reply to insert the saved reply. To add a saved reply with a shortcut:Go to the relevant ticket and click the reply field.Type # and the relevant reply shortcut.Select a saved reply from the list.Note:To use saved reply shortcuts you must add tags to the relevant saved reply. Tip:Personalize each ticket by addressing the user by their name and include your signature below your closing sentence. 

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