Saved replies / macros

Saved replies (macros) are templated answers your team reuses. They expand personalised variables and can even move the ticket's status when applied.

Create a saved reply

Go to Admin → Saved replies and add one:

1. Title — how agents find it in the picker.
2. Category — group related replies (defaults to General).
3. Body — the message, with variables (below).
4. Set status (optional) — automatically move the ticket to new/open/pending/resolved when the reply is used.
5. Active — toggle it on.

Personalisation variables

Drop these into the body and they expand when an agent inserts the reply:

• {{contact.name}}, {{contact.first_name}}, {{contact.email}}
• {{company.name}}
• {{ticket.number}}, {{ticket.subject}}
• {{agent.name}}

Use one

In the composer, open the saved-reply picker and choose a template. flyhelpdesk fills in the variables from the current ticket, and — if you set one — applies the status change too.

Tips

• Write a "Ticket received" macro that sets status to pending and a "Resolved — anything else?" macro that sets status to resolved, so a single click both replies and updates state.
• Keep the tone human: open with Hi {{contact.first_name}}, and sign off with {{agent.name}}.
• Group macros by Category (Billing, Onboarding, Troubleshooting) so the picker stays tidy as the library grows.