Snippets are a way to quickly insert blocks of text you use frequently.
Snippets can be used in any text field in a case, but they're most useful for replies to emails.
The snippet activation key defaults to `. It is changeable on a per-user basis in My Settings > Options. If you have a non-English keyboard layout, you might find the regular snippet key doesn't work. If so, just change to one of the other keys.
Let's say you've got this snippet, which you call,
To activate it, you can either type the snippet name and then the snippet key:
Or you can type the snippet key twice, which will bring up a snippet search box.
The text from the
There are also placeholders, surrounded by curly braces, which will be replaced with features from the case or the user. You can even add your own placeholders via BugMonkey. We have developed a customization we use to extract the user's first name from their email.
There are also many placeholders you can put in snippets that will be replaced automatically. All of these are available for mailbox autoreplies, too:
Snippets can either be personal to the user or global, if added as such by an administrator. Users often run into the problem that global snippets proliferate and become hard to manage. The search box and the notes field come in handy here.
Rather than offering some sort of snippet group administration interface, which would further complicate the product, we recommend putting a code in the Notes field for the global snippets. The user can then type this code in to the search box and restrict their snippets to that subset. For instance, the code