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 Customer Support email template
• How to create a template within a Customer Support ticket
• Template permissions
• How to create automatic reply templates

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

How to create automatic reply templates

You can create and design automated replies for new, updated or closed tickets.

1. Click Settings → Customer support → Automatic reply templates:
   
   
   
   
2. Click Create template:
   
   
   
   
3. Name your template and click Next: Design. For this example we'll create an automated email that confirms receipt of a support ticket and expected response time:
   
   
   
   
4. Upsales thinks of some text based on your chosen name. This can include dynamic tags. Click anywhere in the email make edits and change the style:
   
   
   
   
5. Click Settings, add any attachments, and click Save and exit:
   
   
   
   
6. The template now appears in Settings → Customer support → Automatic reply templates:
   
   
   
   
7. To use the email for automated replies, click Settings → Customer support → Email set-up:
   
   
   
   
8. Click Settings for auto replies:
   
   
   
   
9. Click the dropdown under new, updated, or closed tickets (check that the toggle button is activated) to select the template you've created:
   
   
   
   
10. Need to quickly add a different template? Upsales has you covered. Just click to Create a new template and follow the process from Step 3 above: