We recently rolled out a super useful feature - Snippets.
When you have a reasonably large ticket volume, you will often be repeating your work by answering the same questions. To avoid repetition, you can save your answer as a snippet which can be used in just a single click in your replies.
Snippets can also be used to save blocks of text that are often present in replies. For example, if you have a standard intorduction and conclusion for all your replies you can save them as snippets and use them in all your replies. A reply can be composed of multiple snippets as well as some text that you type with some snippets thrown in. It is very flexible.
You can find more help on the feature on our help site. We hope you enjoy using this feature.