Reply templates are shared canned responses every agent can insert into a ticket in one click, with the customer’s name and the ticket number filled in automatically. This covers creating them in Settings and using them in a live ticket.
Create a template
- Open Settings (the gear icon) → Tickets → Templates. Any agent can open this tab — not just admins or owners — and every agent shares the same set of templates.
- Click New template.
- Fill in Title (a short name so you can find it later) and Message (the canned response text).
- Use the placeholders
{{firstName}}and{{ticketNumber}}anywhere in the message. Essential Support fills them in with the customer’s first name and the ticket number when you insert the template into a real ticket. - Click Save, or Cancel to discard the draft.
Edit, delete, and find templates
- Click Edit on a template’s row to change its Title or Message, then Save again.
- Click Delete to remove a template permanently — there’s no confirmation step, so make sure before you click it.
- Use the search box above the list to find a template by title or message text as your library grows.
Use a template in a ticket
- Open any ticket. In the composer, click + Template — it’s available whether Reply or Note is selected.
- Pick a template from the picker that opens. It inserts the template’s text wherever your cursor is in the message box, with
{{firstName}}and{{ticketNumber}}already filled in for this specific ticket. - Edit the inserted text as needed before sending — inserting a template never sends or saves anything by itself; it’s still just a draft in the composer until you click Send or Save.