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.
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.
A beautiful, easy-to-use interface
Find the perfect response instantly. Once the Snippets interface is open, simply start typing search terms to find the right snippet.
Start using Snippets in seconds. Simple keyboard shortcuts bring up the Snippets interface, search for snippets, and select them with ease.
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.
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.
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.
Our agents prefer Deskpro over other helpdesks because of the user-friendliness, clear interface, and technical flexibility. Snippets make up a good 80% of each message that is sent back to users. It’s greatly reduced response times and improved the user experience.
Director of Customer Success, Launchpad
Keep it personal
Personalize each snippet without additional tweaking. Variables automatically insert case-specific information into replies, including custom field data.
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.
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.
Find out exactly which kinds of snippets are being utilized. View and explore snippet usage reports.
Keep an eye on any changes made to snippets with a handy changelog.
Use your Deskpro snippets in other systems or applications - or just keep a copy of them for later.
Never get lost in files when using Snippets. Assign attachments to automatically add to replies.
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.
We spent four months, combing through all the various ticketing systems, and Deskpro kept coming out top. Moving from Outlook to Deskpro gave us visibility and has saved us countless hours by automating complex routing.