Saved replies and views
Reuse answers to common questions, and save ticket filters as views, for everyone or for one team.
A saved reply is an answer your team sends often, ready to insert with a slash. A view is a saved set of ticket filters that sits in the sidebar with a live count. Both can belong to the whole workspace or to one team, so the Billing team gets its own refund answer and its own queue without cluttering everyone else’s.
- Replies: every saved reply, with its shortcut and, for a team’s reply, the team. Search by title or shortcut.
- Title and Shortcut: the shortcut is what you type after / in the composer. It is optional, and two replies cannot share one.
- Offered on: Everyone, or one team. A team’s reply is offered only on that team’s tickets.
- Reply text: the body, with bold, italic, links and lists. You can edit it in the composer before sending.
Create a saved reply
Section titled “Create a saved reply”Open Settings, then Saved replies
Saved replies is in the Inbox group of the settings menu. Click New reply.
Give it a title, a shortcut and the text
A short title says what the reply is for, like “Ask for steps to reproduce”. Add a shortcut, like
repro, if you want to insert it by typing. Write the reply text, then click Save.Choose who it is offered to
Leave Offered on at Everyone, or pick a team. A private team (shown with a lock) keeps its replies to its own members.
Insert a saved reply
Section titled “Insert a saved reply”Type a slash in the reply box
Type / in a reply or a note, at the start or after a space. The list shows the replies offered on this ticket; keep typing a title or shortcut to narrow it, then press enter.
Or pick one from the toolbar
The Saved replies button at the bottom of the reply box opens the same list with a search box.
The reply lands in the editor, where you can change it before sending. On a ticket of the Billing team you see the replies for everyone and Billing’s own; Support’s replies are not offered there. Ollie’s drafts use the same rule: only the replies the composer offers on that ticket.
A view is a saved filter, like “urgent and open” or “waiting on billing”. It appears in the sidebar under Views with a live count, in the order set in Settings, Views.
- New view: create a view.
- Shared: everyone in the workspace sees this view in their sidebar.
- Only you: a personal view, in your sidebar only.
- A team: the view is shared with the team’s members. A lock means the team is private.
- Show to everyone: turns one of your views into a shared one, or back. Team views have no switch: they are shared with their team.
Click New view and name it
Give the view a short name, like “Billing queue”. It is the label in the sidebar.
Choose who sees it, and set the filters
Under Who sees this view, pick Only me, A team (then the team) or Everyone. Under Show tickets where, set any of the filters. Fields you leave on “Any” do not filter.
Find it in the sidebar
Click Create view. The view appears under Views in the sidebar, with the number of tickets that match, kept live as tickets change.
Filters a view can use
Section titled “Filters a view can use”
Filters a view can use
Section titled “Filters a view can use”- Status, Priority and Severity: one or more of each. Severity can include No severity.
- Assignee: The person viewing (so one view works as “mine” for everyone), Unassigned, or a member.
- Team, Mailbox, Tag and Channel.
- Keyword: matches the subject, the contact or the text.
Views made through the API can also filter on custom fields. A view never shows tickets you cannot see: tickets of a private team you are not on are left out of its list and its count.
Order and defaults
Section titled “Order and defaults”
Order and defaults
Section titled “Order and defaults”Drag views on the Views settings page to set their order, or focus the handle and hold alt with the arrow keys. The order there is the order in the sidebar. New workspaces start with a few views that you can edit or delete. Deleting a view removes it from every sidebar; the tickets are not affected.