Every support team answers the same twenty questions most of the time. A template saves that answer once, and a good one does more than paste text: it can carry attachments and run the steps that always accompany that reply.
In your project settings, open message templates and add one. Give it a name you'll recognise while typing quickly — the name is what you search for, so “Refund — outside 30 days” beats “Refund 2”.
Write the reply, and use variables where the text should adapt: the agent's name, their email address. That keeps a template personal without anyone editing it each time.
You can attach a file too, which is what makes templates work for anything that comes with a form or a guide.
A template can carry actions that run when it's used — the tag you always apply, the status you always set, the assignment you always make.
This is the part most teams don't set up and then wish they had. If every “we've passed this to engineering” reply is followed by tagging it and moving it to a lane, put those in the template and they stop being forgotten on a busy afternoon.
Templates can be limited to particular teams and ticket types, so a billing team doesn't scroll past technical templates to reach theirs. You can also decide whether a template is yours alone or visible to everyone.
Personal templates are underrated. Something you use daily and nobody else needs is better kept out of the shared list, and a shared list of twelve good templates is worth more than sixty nobody can find their way through.
Templates go stale exactly like help articles, and more quietly — nobody reviews them, because they're not published anywhere. When a price, a policy, or a screen changes, the templates mentioning it need the same pass as your documentation.
