You can use templates when you want to update your ticket via email.
To use templates;
1. From the Home Page, click on the ticket you want to update. Select the Public Response field.
2. Click the Apply Templates button. You can find your quick replies added under the Apply Templates field.
3. Select one of the quick templates you’ve created, and the email will be automatically generated.
4. Before sending the email, you can update the ticket status to Open, Pending, or Resolved.
For more information on creating quick templates, please see the article: “How Do I Create Quick Templates When Sending Emails?”
