Using Shortcuts in Tickets
You can use Shortcuts in tickets just as you would when chatting with a visitor on your site. These message templates can be really handy if you're going through tickets and adding the same or a similar message for multiple requests. For example, you may be leaving a note to say why you closed the ticket.
To see a list of all of the shortcuts available to you, select Shortcuts (scissors icon) in the tab menu on the right.
You can add a shortcut to the ticket by clicking it in the list or typing a forward slash ( / ) followed by the name of the shortcut.
To make changes to a Shortcut, click the pencil icon on the right.
Then, select the green Save button in the lower-right corner to confirm your changes.