Creating reply templates is quite easy and hassle-free. You and other agents can create such responses and use them while replying to a client’s ticket.
In this Article
Steps to Create a Reply Template
- Log in to your Service Cloud account, then click the Admin Center [
] icon at the top application bar.
- In the Admin Center, click the Service icon on the left navigation panel. Then, on the Service Settings page, select Reply Templates.
- To create responses, click the New Reply Template.
- Under the New Reply Template slider, enter the details that the replies will contain. Such templates will contain the following fields:
- Template Name: Enter a title for the new reply template.
- Response Message: Enter a pre-saved response that you and your agents can use while replying to a ticket.
📋 Note: Template title and Response Message are mandatory fields to be entered.
- Optionally, you can use the Insert Tag drop-down field to include tags in the reply template. This is helpful since it adds more information and context to your tickets.
📋 Note: Taglines include basic ticket and agent related contact details that can be inserted into the pre-saved replies.
- Additionally, agents can upload documents, images, or brochures with the help of the Attachment tool while creating a template.
📋 Important Note: Attachments need to be uploaded in JPG, PNG, PDF, and DOC format only.
- Save your Template.
- Agents can view their pre-saved responses on the Reply Templates Index page. The Service Cloud provides agents the option to either edit their saved templates or discard them.
Using Reply Templates
- These templates are normally used by agents while they are replying to a ticket. Agents can simply click on the Reply Templates icon >> search and select a template from the list that is displayed >> insert the response template into the reply to textbox.
- The pre-saved information and attachments will be displayed in your replies.
