Reply Templates
Reply Templates are pre-written "canned responses" that Helpdesk Agents can use to respond to common questions or requests in Helpdesk Tickets.
Admins can add rich, HTML Reply Templates from the "Reply Templates" link under the "Helpdesk" section of the Settings page.
Manage Reply Templates
Manage all your templates from the list view. Admins can also copy, delete, or add new templates to the list.
Edit Reply Templates
Edit the individual templates from the the edit page. Edit the rich HTML reply, and which Helpdesk Projects have access to use the template. Only tickets in the Projects listed under "Project Access" will be able to use this template for their replies.
Add Reply Templates to Replies
Agents can use the new "templates" icon in the Helpdesk Reply box to add any Reply Templates available for that project.