Message Templates in Gleap let you respond to customers faster and more consistently by inserting predefined messages into the comment section of a ticket. They're perfect for frequently asked questions, standard replies, or onboarding messages.
Select from a list of saved templates to instantly fill in your message. This saves you time and ensures consistency in customer communication.
Each template can include one or more file attachments — such as PDFs, screenshots, or guides — that are sent automatically with the message.
Templates can also include built-in actions that are executed automatically when you send the message. These actions include:
✅ Close ticket
🔄 Change status
⚡ Run workflow
🏷 Apply Tag
📥 Archive ticket
You can always remove any actions before sending the message, giving you full control over what gets applied.
Open a ticket and go to the comment section.
Click the Message Template icon (or “Templates” dropdown).
Select a template from the list.
Optionally remove or edit any text, attachments, or actions.
Click Send — and the message (and selected actions) will be applied!
You can edit and create message templates under Setting → Project → Message templates!
🕒 Save time with one-click replies
📬 Keep messaging consistent across your team
🔄 Automate repetitive workflows with actions
📁 Ensure important attachments are never forgotten
