Reply Template allows Helpdesk users to save pre-written responses so they can reply to tickets faster while maintaining consistent communication. Templates can be configured based on access, so each template can be used by the right audience depending on the user’s role and division. Reply Template also supports placeholders, allowing users to personalize messages with ticket or requester information automatically. The feature is available in template management and can also be used directly from the ticket detail page. This keeps responses efficient, consistent, and relevant to each workflow.
A. Benefits of Using Reply Templates
Using Reply Templates helps Helpdesk teams respond to tickets more efficiently and consistently. The key benefits include:
- Faster responses. Agents can quickly reply to common questions without typing the same message repeatedly.
- Consistent communication. Standardized responses help maintain consistent tone and information across the support team.
- Reduced human error. Using predefined responses minimizes the risk of missing important information in replies.
- Better productivity for agents. Agents can focus on solving customer problems instead of writing repetitive responses.
- Personalized replies with placeholders. Reply Templates support placeholders (e.g., customer name, ticket ID) so messages can still feel personalized even when using templates.
B. How to Create Reply Template
Reply Templates can be created by internal users depending on their role permissions. When creating a template, users define the template name, message content, and who can access the template.
Create a Reply Template
To create a new reply template:
- Go to Settings → Reply Template.
- Click Create Reply Template.
- Enter the Name of the template.
- Write the message in the Content field.
- Choose the Who has access option to define who can use the template.
- Click Create to save the template.
Who Has Access Options by Role
Reply Template access is controlled by the Who has access setting. This determines who can use a template and who can manage it. The available options and permissions depend on the user's role.
| Role | Create Template Options | View / Edit / Delete Permissions | Reply Template List in Ticket Detail |
|---|---|---|---|
| Admin / Owner | • All agents • Agents in specific divisions • Only me | Can view, edit, and delete: • Templates for All agents • Templates for Agents in specific divisions • Personal templates (Only me) created by themselves | Can view: • Templates for All agents • Templates for Agents in specific divisions (regardless of division membership) • Personal templates created by themselves |
| Supervisor | • Agents in specific divisions • Only me | Can view, edit, and delete: • Templates for Agents in specific divisions if they belong to the division • Personal templates (Only me) created by themselves | Can view: • Templates for All agents • Templates for Agents in specific divisions if they belong to the division • Personal templates created by themselves |
| Agent | • Only me | Can view, edit, and delete: • Personal templates (Only me) created by themselves | Can view: • Templates for All agents • Templates for Agents in specific divisions if they belong to the division • Personal templates created by themselves |
Important Notes
- Supervisors cannot see templates for All agents.
- Supervisors can only manage templates for divisions they belong to.
- Personal templates (Only me) cannot be viewed or managed by other users.
Using Placeholders
Reply Templates support placeholders, which automatically insert ticket or user information into the message. This allows agents to create responses that are reusable while still personalized.
Placeholders are written using double curly brackets.
Example:
Hello {{ticket.requester.name}}, thank you for contacting us regarding ticket #{{ticket.id}}.Supported placeholders include:
| Placeholder Name | Placeholder Value |
|---|---|
| {{current_user.email}} | Email of the logged-in user. |
| {{current_user.name}} | Name of the logged-in user. |
| {{ticket.id}} | ID of the ticket. Example: 1, 2, 3. Not #1, #2, or #3. |
| {{ticket.title}} | Title of the ticket. |
| {{ticket.priority}} | Priority of the ticket. |
| {{ticket.status}} | Status of the ticket. |
| {{ticket.assignee.email}} | Email of the ticket assignee. |
| {{ticket.assignee.name}} | Name of the ticket assignee. |
| {{ticket.requester.email}} | Email of the ticket requester. |
| {{ticket.requester.name}} | Name of the ticket requester. |
| {{ticket.requester.organization.name}} | Organization name of the ticket requester. |
| {{ticket.requester.phone}} | Phone number of the ticket requester. |
C. Example of Using Reply Templates in Qiscus Helpdesk
The following example shows how a Reply Template can be used to respond to customers more quickly while still keeping the message personalized.
Example Template
A support team creates a Reply Template with the following content:
Hello {{ticket.requester.name}},Thank you for contacting us regarding ticket #{{ticket.id}}.Our team is currently reviewing your request and will update you shortly.Best regards,{{current_user.name}}How the Template Appears When Used
When an agent selects this template while replying to a ticket, the placeholders are automatically replaced with actual ticket data.
For example:
Hello Sarah,Thank you for contacting us regarding ticket #48291.Our team is currently reviewing your request and will update you shortly.Best regards,DanielResult
The agent can send a personalized response quickly without typing the message manually.
D. Summary
Reply Templates can be created from Settings and used directly when replying to a ticket. With role-based access control, templates can be shared with all agents, specific divisions, or used personally. The feature also supports placeholders to create dynamic responses while keeping replies efficient and standardized.