Help desk ticketing · Autessa Support Desk
Reply templates
Autessa Support Desk reply templates (often called macros or canned responses) drop a saved answer into the composer with the customer’s and ticket’s details filled in, and can also rename the ticket, set its status and set its priority when the reply is sent.
The problem it solves
Retyping the same answer is slow and inconsistent
The tenth password-reset reply of the day should not be written from scratch, and it should not drift from what the team agreed to say. Templates make the common answers fast and consistent while leaving every reply editable.
What you get
- Templates have a name and reply text that lands in the composer as a starting point; the agent edits before sending.
- Variables are filled in from the ticket when an agent picks the template, and unknown variables are flagged before you save.
- A live preview renders the template against a sample ticket.
- Optionally rename the ticket, set its status and set its priority when the reply goes out.
- Starter templates are included and can be edited, removed or added back from Sample data.
- Outreach can start from a reply template too.
How it works
How does reply templates work in Autessa Support Desk?
Write it once
In Settings, Ticket fields & SLAs, Reply templates: add a name, the reply text with variables, and any ticket changes.
Pick it on a ticket
Choose the template in the composer; the text fills in with the customer’s details.
Send
Edit if needed and send. The template’s subject, status and priority changes apply as it sends, or you can send without them.
Every option
Template fields
| Option | What it does |
|---|---|
| Name | How agents find it, for example “Asking for account details”. |
| Reply text | The body, with variables filled in from the ticket. |
| Variables | {{customer_name}}, {{customer_email}}, {{rep_name}}, {{ticket_id}}, {{ticket_subject}}, {{company_name}} and {{workspace_name}}. |
| Also rename ticket to | Optional new subject; leave empty to keep the current one. |
| Also set status to | Optional status change, or leave unchanged. |
| Also set priority to | Optional priority change, or leave unchanged. |
| Preview | Renders against a sample ticket so you see what customers will read. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Support team (Agent, Senior agent, Team lead, Admin) | Use templates on tickets and outreach; create, edit and delete them in Settings. |
Connected
How it connects to the rest of Support Desk
Autessa Autodocs
Capture any support process automatically: do it once in the browser and get a step-by-step guide and a replayable workflow for your team.
Support Desk featureTicket workspace
Templates load into the composer.
Support Desk featureProactive outreach
Start an outreach message from a template.
Support Desk featureAI reply drafts
For answers that need judgment, let the drafter write one from your knowledge.
FAQ
Questions about reply templates
Straight answers. If something is not covered here, book a demo and ask us directly.
Does Autessa Support Desk have macros or canned responses?
Yes. Reply templates are saved answers with variables, and they can also change the ticket’s subject, status and priority as the reply sends.
Can agents edit a template before sending?
Yes. The template is a starting point in the composer and every word can be changed.
What happens if a template uses a variable that does not exist?
The editor warns you when you save, and the composer flags unknown variables before you send.
100% customizable, code and all
Make Autessa Support Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours