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Snippets

Perfect responses, in just two clicks

Boost productivity, eliminate errors and delight customers with intelligent canned responses.

Provide personalized support at scale

Our helpdesk software is here to help you and your team support your customers and improve their overall happiness. Snippets is just one tool that can send your satisfaction ratings sky-high.

Boost Productivity

Save common responses so your agents never waste time typing the same reply twice.

Eliminate Errors

Standardized responses mean agents are less likely to make mistakes when typing replies.

Delight Customers

Agents using snippets can send perfect personalized responses to customers in seconds.

Support Everyone

Provide international support with ease, with multi-brand and multi-language.

Versatile helpdesk tool

Snippets can be utilized across chats and tickets to help agents respond swiftly and save them valuable time by providing a shortcut to lengthy and personalized responses.

Agents can apply snippets from the snippet library and create their own to fit a number of different customer support scenarios.

Efficient tools

A beautiful, easy-to-use interface

Speedy search

Find the perfect response instantly. Once the Snippets interface is open, simply start typing search terms to find the right snippet.

Easy access

Start using Snippets in seconds. Simple keyboard shortcuts bring up the Snippets interface, search for snippets, and select them with ease.

SHORTCODES

Convenience without comparison

Agents can also use snippets without having to access the interface; quickly insert canned responses by typing a designated shortcode directly into customer replies.

Intelligent filtering

Categorize snippets within your helpdesk

Easily find the most appropriate snippet for your response. Filter which snippets appear in the interface by category to find the right response in seconds.

Snippet Library

Create your own

Add to a growing library of responses. Create new snippets with rich content editing tools, and save drafts if you're not quite done.

Snippets make up about 80% of each message sent to users. It greatly reduced response times and improved user experience.
Nam NguyenDirector of Customer Success

Snippet Variables

Keep it personal

Personalize each snippet without additional tweaking. Variables automatically insert case-specific information into replies, including custom field data.

Usage History

A little context

Give your agents quick access to the most used snippets. See the recent uses of any snippet, tickets that used that particular snippet, or sort snippets by frequency of use. You can also see customer feedback on agent replies that used particular snippets.

Super simple management

Snippets are more than just a tool for your agents. They can be set-up and managed by admins to understand and elicit a streamlined process.

Limit Visibility

Save agents time searching irrelevant snippets by limiting visibility across departments.

Control Ownership

Determine who can see, edit and use individual snippets.

Quick Shortcuts

Snippets are built to save your agents time; with handy shortcuts for regular use.

Built For Scale

Multiple agents can store, create and use thousands of snippets a minute.

Free your team from unnecessary errors

Just like every other feature that you get with Deskpro, there is always more you can do to customize it and get it working how you and your team need it to.

Usage Reports

Find out exactly which kinds of snippets are being utilized. View and explore snippet usage reports.

Monitor Changes

Keep an eye on any changes made to snippets with a handy changelog.

Export

Use your Deskpro snippets in other systems or applications - or just keep a copy of them for later.

Auto-Attach

Never get lost in files when using Snippets. Assign attachments to automatically add to replies.

Multi-Channel Snippets

Customize snippets to automatically change text content or style, based on channel.

Full REST API

Allow developers and IT teams to easily integrate Snippets with the rest of your software suite.

Automation is our favorite feature hands down. Anything we can do to help lighten the load helps, we’ve dug into the automation pretty heavily in our Cloud platform. It is probably our most used feature.
Brian ThomasonIT Systems Engineer
We set up a wide range of automation tools like escalations, SLAs, and triggers easily. It's turned customer support into a high-performance machine.
Eric Van TolDirector of Engineering Support
We use queues, they're very helpful because we haven’t split our account into departments or teams. So all our agents can work in the same team and department in Deskpro.
Sarah KippernesHead of Support
We use labels to determine which product a ticket is about and I have reports that break it down by product, so our clients can see what we spend the most time helping their customers with.
Mark FrankfurtFounder & CEO