Snippets
Save frequently used responses and send them in any ticket with a single command.
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Premium Feature
Snippets require Premium or Custom tier.
What Are Snippets?
Snippets are saved text blocks that staff can send in a ticket channel with a single command. They eliminate the repetitive typing of common responses: troubleshooting steps, policy explanations, links to documentation, or anything your team sends frequently.
Creating Snippets
Snippets are created in the Snippets tab of the web dashboard. Each snippet requires:
| Field | Description |
|---|---|
| Name | A short identifier used to call the snippet. No spaces. Case-insensitive. |
| Content | The full text to be sent, including any formatting, links, or emojis. |
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Note
Snippet names are case-insensitive.
password-reset and Password-Reset refer to the same snippet.Using Snippets
Inside any ticket channel, staff members run:
/snippet use name:password-resetThe bot sends the snippet content as a message in the channel. Messages are visible to the ticket opener and are included in the transcript.
Managing Snippets
| Action | How |
|---|---|
| List all snippets | /snippet list — shows name and a preview of each snippet's content |
| Edit a snippet | Snippets tab in the dashboard — changes take effect immediately |
| Delete a snippet | Snippets tab in the dashboard |
Snippet Limits
| Tier | Snippet Limit |
|---|---|
| Free | Not available |
| Premium | 25 snippets |
| Custom | Higher limit — see Tiers page |