--- description: "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." --- # 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.