*** When to use snippets Common acknowledgements, policy explanations, troubleshooting steps, or closing messages that you send across many tickets. Standardize how your team communicates so every requester gets the same brand voice and approved wording. Drop a known-good response in seconds instead of composing it from scratch each time. *** Anatomy of a snippet Each snippet is scoped to a single workspace and has two fields you edit: * **Name** - A short label used to find the snippet (for example, `Password reset acknowledged`). * **Content** - The reply text inserted into a ticket message. *** Create a snippet Snippets are created from the reply composer on any ticket. Place your cursor in the reply composer. Type `/` in the composer to open the snippet popover. Choose **New snippet**. Enter a clear, searchable **Name** and write the reply in **Content**. Click **Save**. The snippet is immediately available to everyone in the workspace. *** Insert a snippet into a reply Place your cursor in the reply composer. Type `/` in the composer to open the snippet popover. Search by name and select the one you want. Review the inserted text, personalize it if needed, and send. Snippets are plain text. They do not auto-fill requester or ticket details, so edit the inserted text before sending if it references a specific person or case. *** Edit or delete a snippet From the reply composer on any ticket, type `/` to open the snippet popover. Find the snippet you want to change and open it. Update the **Name** or **Content** and click **Save**, or click **Delete** to remove the snippet. Deleting a snippet is permanent. Sent messages that used the snippet are unaffected, but the template will no longer appear in the popover.