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Can you set up custom templates that appear in the "internal notes" or "Reply to Customer" section?

Here is my problem: 

I would like to have standardized template for when a ticket is received or when an issue is resolved so employees do not have to type a response for routine activities, such as letting customers know that we have received the ticket. 

This does not need to be automated, just an option people can select. 

Steps I have taken: 

I have just made a template in Google Docs and cut and paste onto the internal note or reply to customer.  It kinda works but is not as efficient as I had hoped. 

Thank you for looking over this issue and look forward to hearing from you all:) 



1 answer

@dnguyenjacksonwhy you don't use automation ?

you can use basead on conditions or you can use the add-on canned response.

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