Canned responses

Save the replies your team types over and over (password reset steps, "we've ordered the part," closing notes) and drop them into any ticket in one click.

Open a help desk, expand its settings, and add canned responses under Canned responses (a title and the reply text). They're scoped to that help desk. When you're working a ticket, pick one from the Canned response dropdown in the reply box and it fills the reply for you to send or edit.

Need to tweak a saved reply? Click Edit next to it, change the title or body, and save — no need to delete and recreate it.