Create template responses to send when used with the Customer Support Product. These can be shared among your team, or only used by you. Save time, make your messages consistent, and keep your customers happy.

This article covers:

• How to create a response template
• How to create a response template within a ticket
• Template permissions

How to create a response template

1. Click Settings → Customer support → Response templates:



 

2. Click Create template:



 

3. Add a Template name and click Next: Design:



4. Now you can add content to the template. To include dynamic content that automatically shows customer information (for example, customer name, customer support ticket), either use the Upsales tags or use customer support tags by clicking Insert tag:



 

Timesaver: To automatically add the agent's signature with each email, include the tag Logged in user: Default email signature. Choosing a template replaces everything in the reply, including a signature added by Auto-insert email signature (Settings → Customer support → Ticket settings), so add the tag to the template if you want the signature in replies that use it.

5. When you've added your content, click Settings:



 

6. Turn on Private template if only you should see the template. Leave it off to share the template with all customer support agents:



 

7. To add files to the template, click Attach file or drag and drop the file. The combined size of all files must be smaller than 25 MB:



 

8. Click Save and exit. Your template appears in the list of Response templates:



 

9. That's it! The next time a customer support agent replies to a customer, they can click Answer with a template and select a template:

How to create a response template within a ticket

You can also create templates from inside a customer support ticket. 

1. Create a customer support ticket or open an existing ticket
2. Add your template message
3. Click Save draft as template:
   
   
4. Enter a Template name, turn on Private template if only you should see it, and click Save template.

Template permissions