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A template helps maintain a standard of support replies across a large support team. Typically, an agent reply template has greetings and signatures, so agents needn’t spend time on them but instead concentrate on solving the issue. The templates can also contain pre-written answers for specific support scenarios, like refund requests, etc.
Please follow the below steps to set up agent reply templates in Freshdesk.
Login to your Freshdesk account as an administrator.
Navigate to Admin from the menu. Select Workflows and click on Email Notifications.
Under the Templates tab, click on the Edit icon next to the Agent Reply Template.
You can make use of the “Insert Placeholder” option to add dynamic content to the Reply editor and personalize the agent replies.
Here is a youtube video with a detailed demonstration providing specific examples for setting up agent reply templates to help you get started.