We are working extensively with the HubSpot Helpdesk and would like to request an improvement regarding reply templates.
Currently, when responding to a Helpdesk ticket, we always have to manually select a template before sending a reply. This is a recurring step in our daily workflow and creates unnecessary clicks — especially for support agents who handle many tickets per day.
Our request:
A setting (ideally per user, or alternatively global for the portal) that allows defining a default reply template that is preselected automatically when replying to a ticket.
Alternatively, an option like “Remember last used template” or “Preselect template” when opening the reply editor.
Background:
In our support process, a specific standard template is used in most cases (e.g. greeting, signature, structure, legal footer). Having this template automatically preselected would significantly speed up ticket handling and reduce repetitive manual work.
Question:
Are there already plans to introduce a “default template” or “remember template selection” option in the Helpdesk?
If not, I would like to submit this as a feature request and would appreciate feedback from other users and from the product team.
Thank you very much!