How to use reply snippets#

Audience: both — any staff member who writes ticket replies can insert snippets; admins manage the library.

A reply snippet is a canned reply your team writes once and inserts everywhere. Open the composer on any ticket, press Snippets, and pick one. The snippet's tokens ({{contact.name}}, {{ticket.number}}, {{client.name}} and the rest) fill in from that ticket before the text lands in your draft. What you send never shows a raw token.

Insert a snippet into a reply#

1. Open a ticket and click into the composer (the floating composer in the workbench, or the notes box in the classic view).
2. Press Snippets in the tool row.
3. Type in the search box to narrow the list — the search matches snippet names and body text.
4. Click a snippet. The body is inserted with every token already resolved for this ticket. Edit it like any other text before sending.

Insertion never sends anything. The text lands in your draft; you review and send as usual.

Where snippets can be used#

• Ticket composer. Internal notes, client-visible replies, and in-house updates all take snippets.
• Client-visible replies. These are what the client sees on the portal. Insertion resolves tokens first, so portal replies never contain unresolved {{...}} text.

Only staff see the picker. Clients never compose from the library.

Manage the library#

Settings → Reply snippets holds every snippet in your organization.

• Add a snippet with a short name and the body you want inserted. Use tokens where the text should adapt per ticket; leave them out for fixed text.
• Offer on boards — tick the boards where the snippet should appear. Leave every box unticked to offer it everywhere. A snippet scoped to one board is hidden from the picker on other boards.
• Edit changes the snippet in place for the whole organization.
• Fork duplicates a snippet into a new editable copy and remembers which snippet it came from. A team can keep a shared original and diverge a variant without losing the thread.
• Remove takes the snippet out of the picker. Notes already sent are untouched.

Notes and limits#

• Tokens come from the closed ticket vocabulary: contact, client, ticket, assignee, org, and user fields. A token outside that list is rejected when the snippet is saved, never silently left empty.
• Bodies are plain text with line breaks preserved. Names cap at 120 characters, bodies at 20,000.
• Adding, editing, forking, or removing a snippet is an administrator action and lands in the audit log.