This feature allows you to select a pre-configured template when replying to a reporter.
To create a reply template:
- Click on the "Settings" on the top right corner
- Go to “System” on the menu and click on “Reply templates”
- Click on “New reply template”
- Enter the name for your reply template
- Add your reply text in English
- Click “Add”
The template name can be up to 128 characters and the reply text can be up to 50,000 characters.
To edit a reply template:
- Click on the "Settings" icon at the top right corner
- Go to “System” and click on “Reply templates”
- Click on the reply template you want to edit
- Update the template text as required.
- Click on “Save”
To delete a reply template:
- Click on the Settings on the top right corner
- Go to “System” on the menu and click on “Reply templates”
- Click on the reply template you want to delete
- Click on 'Delete reply template'
Deleting the template will not affect existing Issues that have already used it.
Reply templates are only supported in English unless you are using Workspace languages. Please avoid using or copying/pasting templates in any other language.
If Workspace languages are enabled for your organisation, Reply templates are translated automatically into every Reporter language, and you can edit the translations on the "Template translations" tab. Refer to How do I manage translations of my own content? to learn more.