Create template responses to send when used with the Customer Support add-on. 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 Customer Support email template
• How to create a template within a Customer Support ticket
• Template permissions

How to create a customer support email template

1. Click Settings → Customer Support → Response templates:

2. Click Create template:

3. Add a template name:



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

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

6. Select whether to make the template visible to your other customer support agents:

7. To add files to the template, click Attach file and then drag and drop the file:

8. Click Save and exit and 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 template within a customer support 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:
   
   

Template permissions