Tickets & support
Canned replies & the Solution Library
Two ways to reuse what you've already written, instead of retyping the same answer for the tenth time.
Last updated September 2026
Quick replies
Type /c in any reply or note box for a searchable list of your saved templates. Pick one and it drops straight in, ready to edit before you send. Manage them from Settings → Canned messages: add, edit, delete, or scope one to a single team so agents only ever see what's relevant to the ticket they're on (leave it unscoped and every team sees it).
The Solution Library: your internal knowledge base
The same /c search also surfaces richer entries written in the Solution Library composer, with formatting, images, and step-by-step structure a plain quick reply doesn't support, good for “how we actually fix this recurring issue,” not just a canned sentence. It lives in the same place (Settings → Canned messages) and is searched the same way, just with more room to document something properly.
Worth knowing: this is an internal knowledge base; agents find it while replying to a ticket. It's not a public page customers can browse on their own today.