INTERNAL: How do I add a template response to a ticket?

The Fast-Forward button enables you to quickly search and insert commonly asked answers when responding to a ticket, email, or live chat. The Fast-Forward feature can quickly access Knowledge Base articles and templates.

Follow the steps below to add a ready-to-use template to your ticket:

1. Click the Fast Forward button above the comment
2. Select Internal Folders
3. Select Email Templates
4. Select the appropriate email template.
5. Click the A button to fill the template. A = answer. You will be filling in what is considered the "answer" part of the Knowledge Base question.
6. Close the Fast Forward window.