Response Templates

Save time on repetitive replies. Create reusable templates with placeholders that fill in automatically, so your team can respond faster without retyping the same messages.

What are response templates?

Response templates are pre-written messages that your team can insert into ticket email replies or comments. Instead of typing out the same response for common questions or follow-ups, you write it once and reuse it across tickets.

Templates support rich text formatting (bold, italic, underline, links, lists) and dynamic placeholders that fill in with the actual contact name, ticket number, and other details at the time of use.

How to manage template categories

Before creating templates, you may want to organize them into categories. Categories help your team find the right template quickly, especially as the number of templates grows.

Open Admin Settings → Tickets → Setup → Templates. From there, authorized staff can:

• Create a new category by typing a name and clicking the add button
• Rename an existing category by clicking the edit icon next to it
• Delete a category (templates in that category become uncategorized, they are not deleted)

How to create a template

On the Templates tab, click New Template. Fill in the following:

1. 1Name. A short, descriptive name so your team can find it quickly (e.g., "Password Reset Instructions", "Order Shipped Confirmation").
2. 2Description (optional). A brief note about when to use this template.
3. 3Category. Select a category to organize the template, or leave it uncategorized.
4. 4Visibility. Choose Shared (visible to all team members) or Personal (visible only to you).
5. 5Subject (optional). Set a reply subject if this will be your default email template. FyneDesk adds the ticket-number placeholder if it is missing so replies can stay threaded.
6. 6Body. Write your template content using the rich text editor. You can format text with bold, italic, underline, links, and lists. Use the placeholder menu to insert dynamic fields.

Using placeholders

Placeholders are special tags that get replaced with real data when you insert a template into an email reply. For example, if your template says "Hi {{contact_name}}", it will become "Hi Sarah Chen" when used on a ticket where Sarah Chen is the requester.

The available placeholders are:

• {{contact_name}} — the requester's full name
• {{contact_first_name}} — the requester's first name only
• {{contact_email}} — the requester's email address
• {{ticket_number}} — the ticket number (e.g., TK-0042)
• {{ticket_title}} — the ticket's title/subject
• {{agent_name}} — your name (the agent sending the reply)
• {{org_name}} — your organization's name
• {{today}}, {{tomorrow}}, and {{yesterday}} — dates in your workspace's time zone
• {{next_week}} — the date seven days from today, not necessarily next Monday

To insert a placeholder, click the Placeholders button in the template editor toolbar and select the one you want. It will be inserted at your cursor position.

Personal vs shared templates

When creating a template, you choose its visibility:

• Shared templates are visible to every agent and admin in your organization. Use these for standard responses that the whole team should use.
• Personal templates are only visible to you. Use these for your own shortcuts or draft responses you are still refining.

Inserting a template into an email reply or comment

When composing an email reply or a ticket comment, use Insert Template to open the template browser. It is available for both public replies and internal notes. You can:

• Search templates by name
• Filter by category
• Preview the template with placeholders already resolved using the current ticket's data
• Select a template, review its preview, then use the insert button to add it to your message

The template inserts at your cursor rather than replacing the whole draft. Placeholders are resolved at insertion, so review the resulting message before sending. If the template has a subject, FyneDesk only applies it when you have not already edited the email subject.

The new-ticket description form has a separate description template picker. Those are not the response templates described here; creating a response template does not add it to that picker.

To draw attention to one part of the message, you can also add a labelled highlight block to an email reply.

Editing, duplicating, and deleting templates

From the Templates tab, each template has actions to edit, duplicate, or delete it. Duplicating a template creates a copy that you can modify without affecting the original. Deleting a template is permanent and cannot be undone.

Frequently asked questions

Can agents create shared templates?

Staff with permission to manage response templates can create shared templates for the team. If you cannot create or edit one, ask an admin to check your role and template-management access.

What happens to placeholders if the contact information is missing?

Supported placeholders such as {{contact_email}} become blank when their data is missing. Unrecognized tags may remain in a manually inserted draft. Check the preview and the resulting message for awkward gaps or unresolved tags before sending.

Is there a limit on how many templates I can create?

Free includes one active response template. Pro and higher support up to 100 response templates per organization; the category limit is 30.

Can I use templates outside of email replies?

Yes. The response-template picker is also available in ticket comments, including internal notes and public replies. New-ticket descriptions use a different kind of template.

Can I reorder templates?

The picker groups templates by category and lists them by their saved order and name. Use search or a category filter to find one quickly.