Saved Replies

Saved Replies are reusable response templates that help support agents answer common customer questions quickly and consistently. Instead of typing the same response repeatedly, agents can insert a saved reply into the email editor and customize it if needed before sending.

Saved Replies help reduce response time, maintain consistency across the support team, and improve the overall customer experience.

Creating a Saved Reply

To create a new Saved Reply:

1. Open Settings from the user menu.
2. Navigate to the Saved Replies section.
3. Click New Saved Reply.
4. Enter a descriptive title.
5. Write your reply using the rich text editor.
6. Select the appropriate scope.
7. Save the reply.

Once created, the reply becomes available according to its configured scope.

Using Saved Replies

While replying to a ticket:

1. Open the reply editor.
2. Click the Saved Reply icon.
3. Select a template from the list.
4. Edit the content if required.
5. Send the reply.

This allows agents to respond faster while still personalizing messages when necessary.

Dynamic Fields

Saved Replies support Jinja templates, allowing values to be inserted automatically when the reply is used.

Available variables include:

• Ticket fields — All standard ticket fields and any custom fields added to the HD Ticket doctype.
• User fields — email, first name, last name, full name, username, phone, mobile number, profile image, location, bio, and more.

Example: Greeting

Hello {{ contact }},

We are sorry for the inconvenience.
We will get back to you shortly.

Regards,
{{ full_name }}

Example: Using a Custom Field

Hi {{ contact }},

Your refund for order {{ order_number }} has been processed.

Warm regards,
{{ full_name }}

Dynamic fields help personalize replies while keeping templates reusable.

Reply Scope

Each Saved Reply can be assigned a scope that determines who can view and use it.

Global

Global replies are available to every support agent.

They are best suited for:

• Welcome messages
• Company policies
• Standard troubleshooting instructions
• General support responses

Team

Team replies are available only to members of selected teams.

They are useful for department-specific responses such as:

• Technical support templates
• Billing responses
• Product-specific troubleshooting

Personal

Personal replies are visible only to the agent who created them.

They are ideal for frequently used personal templates or individual workflows.

Visibility Rules

Disabling Global Scope

If your organization wants Saved Replies to remain team-specific, you can disable the Global scope.

To do this:

1. Open HD Settings.
2. Enable Restrict Tickets by Team.
3. Enable Disable Global Scope for Saved Replies.
4. Save the settings.

Once enabled, agents can only create Team or Personal Saved Replies.

Common Use Cases

• Answer frequently asked questions.
• Share troubleshooting instructions.
• Acknowledge newly created tickets.
• Provide refund or order updates.
• Send follow-up messages.
• Share business hours or Knowledge Base links.

Benefits of Saved Replies

• Reduce response time for common questions.
• Maintain consistent communication across the support team.
• Reduce typing effort for agents.
• Improve response accuracy.
• Help onboard new support agents with standardized responses.

Best Practices

• Use clear and descriptive titles for Saved Replies.
• Include dynamic fields whenever possible to personalize responses.
• Keep company-wide templates in the Global scope.
• Create Team-specific replies for department workflows.
• Review and update templates regularly to keep information accurate.