Using Shortcuts in Tickets
You can use Shortcuts in tickets just as you would when chatting to a visitor on your site. These can be really handy if you're going through tickets and adding the same or a similar message for multiple tickets, leaving a note to say why you closed the ticket off for example.
To see a list of all the Shortcuts available to you, click the scissors symbol to reveal the Shortcut tab.
You can add the Shortcut to the ticket by clicking it from the list or typing forward-slash ( / ) followed by the name of the shortcut.
You can even make changes and edit a Shortcut by clicking the pencil icon on the right.