Quick actions in ticket reply

With quick actions, you can easily insert canned responses and solution articles using the keyboard when responding to customers. When you respond to a ticket or forward it, or even when you add a note to your team members, type / (slash) to get into quick-action mode. Type ‘c’ after the slash to first go through your recently used canned responses and insert them.

You can also type /c, hit Enter and start searching for canned responses in your account right away. Alternatively, you can type /s to insert the link for the published solution articles into your responses. For the articles that are visible just to the agents or those that are saved as drafts, the content will get added upon selecting that article after typing /s.

Refer to this article to understand how you can create, save, and manage canned responses.

What else would you like to perform with Quick Actions? Share with us and the community here.