Text Modules are reusable response templates designed to help agents work faster and more consistently. Instead of typing out the same message multiple times, you can insert a saved reply with just a few keystrokes.
How to Use a Text Module #
While composing a reply or internal note:
- Type
::to open the text module menu - Start typing the module name or a keyword to narrow results
- Use arrow keys or your mouse to select the desired module
- Press Enter to insert the text at your cursor
🧠This works anywhere inside a ticket’s message field—whether internal or outgoing.
Why Can’t I See Certain Modules? #
Text modules can be group-specific. If a ticket is assigned to a group, only the text modules relevant to that group will appear.
Once you change the group in the ticket pane, the available modules will update automatically—no need to refresh or click Update.
🛠️ Not sure which modules apply to your team? Ask your administrator.
Using Text Modules During Ticket Creation #
Text modules are also available when creating a new ticket.
In many cases, using Ticket Templates alongside text modules provides an even faster workflow.