Using Quick Responses in Tickets

Insert quick responses into your replies to save time.

Method 1: Using Shortcuts

The fastest way to use quick responses:

1. Open a ticket and start a reply
2. Type / followed by your shortcut
3. Example: Type /ship
4. Select from the dropdown that appears
5. The template is inserted into your reply
6. Customize as needed, then send

Method 2: Quick Response Button

1. Click the Quick Responses button in the reply toolbar
2. Browse or search for the response you need
3. Click to insert

Customizing After Insertion

Quick responses are starting points - personalize them:

• Add the customer's name
• Include specific order details
• Adjust tone for the situation
• Remove irrelevant sections

Tracking Usage

SDesk tracks how often each quick response is used. Find this in Settings → Quick Responses. High-usage responses are your most valuable templates!

Tips

• Memorize your shortcuts - Saves seconds that add up
• Always personalize - Customers notice generic responses
• Update regularly - Keep templates current