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Work on requests

Reply library and placeholders

Save answers you use often and add them to a comment in one click.

ForAgents using replies; Jira admins maintain shared replies

Before you startPrepare customer-safe wording and check which placeholders are useful.

  1. Open Settings, then Messages, then Replies. Choose "Add a reply" and give it a name and text.
  2. Use placeholders such as {customer}, {key} and {agent}. RequestOps fills them in for each request. {missing} lists what the customer still has to send.
  3. On a request, open the Replies tab and pick a reply. Check the text, then post it.
  4. After you post a reply, you can choose "Mark these items done" or "Wait on a vendor".
  5. Replies you use most appear first.
Settings, then Messages: the reply library. Example data.
RequestOps: Settings, then Messages: the reply library

What you should see

The selected reply fills in request details before you post it.

If something is not right

A placeholder has no value. Review and edit the preview. Check the source field rather than posting incomplete text.

Still stuck? See Troubleshooting, or write to [email protected].