Use predefined ticket replies | Pixie CRM Help Centre
Canonical: https://pixiecrm.com/help-centre/use-predefined-ticket-replies
Publisher: Pixie Technologies LLC

How-to guide
Use predefined ticket replies

Pixie CRM guidance. Follow the route for your workspace, check your role and enabled modules, and verify the result before moving on.

Follow this guide to create reusable response content and insert it into ticket replies.

Audience: Support lead; Feature: Ticket; Permission-aware; 

Where to goSetup → Support → Predefined Replies

Before you startThe screen or action may be hidden when your role lacks permission, the related module is inactive, or a required setting has not been configured. Ask an administrator to review access rather than using another person’s account.

What this guide helps you do

Create reusable response content and insert it into ticket replies. Pixie CRM keeps the result connected to the relevant customer (https://pixiecrm.com/help-centre/topic/customer), staff member and operational history where the feature supports those relationships. That connection is important for search, reporting, client portal (https://pixiecrm.com/help-centre/topic/client-portal) visibility and future automation.

Follow these steps

- Start from Setup → Support → Predefined Replies and open the relevant record or view.

- Verify that the record is in the correct status and that you have permission to perform the action.

- Check the related customer (https://pixiecrm.com/help-centre/topic/customer), dates, amounts, recipients and attachments before continuing.

- Select the action described by “Use predefined ticket replies” and complete the displayed options.

- Preview client (https://pixiecrm.com/help-centre/topic/customer)-facing content or the resulting document where Pixie CRM provides a preview.

- Verify the action and wait for the success message before leaving the page.

- Check (https://pixiecrm.com/help-centre/topic/check) the activity timeline, status, email (https://pixiecrm.com/help-centre/topic/email) queue, gateway or generated record to verify the outcome.

Settings to check

Customer contact (https://pixiecrm.com/help-centre/topic/customer) or email (https://pixiecrm.com/help-centre/topic/email)Check this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.

DepartmentCheck this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.

Service (https://pixiecrm.com/help-centre/topic/service)Check this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.

PriorityCheck this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.

SubjectCheck this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.

Message and attachmentsCheck this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.

Checks before you finish

- Avoid exposing private notes to the customer (https://pixiecrm.com/help-centre/topic/customer).

- Use the correct department and status.

- Check attachments before sending.

- Check (https://pixiecrm.com/help-centre/topic/check) whether the result should be visible to a customer contact (https://pixiecrm.com/help-centre/topic/customer) or only to staff.

- Confirm the final status, activity entry, generated document or notification (https://pixiecrm.com/help-centre/topic/notification) before leaving the record.

Permission and data safetyDeletion, refunds, signature clearing, module changes, payment (https://pixiecrm.com/help-centre/topic/payment) configuration and privacy actions can affect linked records or legal history. Use the least destructive action available and follow your organisation’s approval (https://pixiecrm.com/help-centre/topic/approval) process.

Browse connected topics:payment (https://pixiecrm.com/help-centre/topic/payment)check (https://pixiecrm.com/help-centre/topic/check)approval (https://pixiecrm.com/help-centre/topic/approval)service (https://pixiecrm.com/help-centre/topic/service)client portal (https://pixiecrm.com/help-centre/topic/client-portal)notifications (https://pixiecrm.com/help-centre/topic/notification)email (https://pixiecrm.com/help-centre/topic/email)customers (https://pixiecrm.com/help-centre/topic/customer)leads (https://pixiecrm.com/help-centre/topic/lead)

Related guides

Review knowledge base performance (https://pixiecrm.com/help-centre/review-knowledge-base-performance)Publish or hide knowledge base content (https://pixiecrm.com/help-centre/publish-or-hide-knowledge-base-content)Create a knowledge base article (https://pixiecrm.com/help-centre/create-a-knowledge-base-article)Use AI ticket summary and reply suggestions (https://pixiecrm.com/help-centre/use-ai-ticket-summary-and-reply-suggestions)Reply to and manage a ticket (https://pixiecrm.com/help-centre/reply-to-and-manage-a-ticket)