Using Email Templates
Support agents handle a flood of tickets that come to their inbox, and crafting individual responses for each ticket is time-consuming and prone to errors. Email templates are a great solution to this common problem. Using email templates, agents can send predefined, customized responses for common issues to the customers.
Working with email templates
Email templates are predesigned responses that simplify the process of responding to tickets. It allows agents to send quick, accurate, and clear responses in a standard format, saving a considerable amount of time spent drafting individual emails. Templates can also be used within the organization as a standard format to send notifications, alerts, and information to the agents or teams.
For more information on the email template, click here.
To use an email template
- Open the Zoho Desk app.
- Select the ticket you want to respond to.
- Tap the More icon (
).
- Choose either Reply, Reply All, or Forward.
- Tap the More icon (
).
- Select Email Template.
- Choose the template from the available options. You can preview a template by clicking the arrow (
) next to it.
- Tap Use Template.
- Select Send to send your mail.
Setting a template as default
Agents can mark the frequently used templates by starring them. Starred templates appear at the top of the list for quick access. The templates can be rearranged in the order of preferences.
In addition, some templates can be made as default for quick access.
To star a template
- Open the Zoho Desk app.
- Select the ticket you want to respond to.
- Tap the More icon (
).
- Choose either Reply, Reply All, or Forward.
- Tap the More icon (
).
- Select Email Template.
- Tap Edit on the top-right corner.
- Star the desired templates.
- Tap Done to save changes.
To set a template as default
- Open the Zoho Desk app.
- Select the ticket you want to respond to.
- Tap the More icon (
).
- Choose either Reply, Reply All, or Forward.
- Tap the More icon (
).
- Tap Email Template.
- Go to the template preview by tapping the arrow (
).
- Tap the More icon (
).
- Select Set as Default.
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