Snippets

Save reusable response templates as snippets and insert them into ticket replies for fast, consistent answers.

Snippets are reusable response templates that live at the workspace level. Save a frequently used reply once, then insert it into any ticket to keep tone, formatting, and policy language consistent without retyping.

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When to use snippets

Frequently repeated replies

Common acknowledgements, policy explanations, troubleshooting steps, or closing messages that you send across many tickets.

Consistent tone and language

Standardize how your team communicates so every requester gets the same brand voice and approved wording.

Faster ticket resolution

Drop a known-good response in seconds instead of composing it from scratch each time.

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Anatomy of a snippet

Each snippet is scoped to a single workspace and has two fields you edit:

• Name - A short label used to find the snippet (for example, Password reset acknowledged).
• Content - The reply text inserted into a ticket message.

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Create a snippet

Snippets are created from the reply composer on any ticket.

1. Open a ticket

   Place your cursor in the reply composer.

2. Open the snippet popover

   Type / in the composer to open the snippet popover.

3. Start a new snippet

   Choose New snippet.

4. Add a name and content

   Enter a clear, searchable Name and write the reply in Content.

5. Save

   Click Save. The snippet is immediately available to everyone in the workspace.

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Insert a snippet into a reply

1. Open a ticket

   Place your cursor in the reply composer.

2. Open the snippet popover

   Type / in the composer to open the snippet popover.

3. Pick a snippet

   Search by name and select the one you want.

4. Review and send

   Review the inserted text, personalize it if needed, and send.

Snippets are plain text. They do not auto-fill requester or ticket details, so edit the inserted text before sending if it references a specific person or case.

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Edit or delete a snippet

1. Open the snippet popover

   From the reply composer on any ticket, type / to open the snippet popover.

2. Select a snippet

   Find the snippet you want to change and open it.

3. Save or delete

   Update the Name or Content and click Save, or click Delete to remove the snippet.

Deleting a snippet is permanent. Sent messages that used the snippet are unaffected, but the template will no longer appear in the popover.