Response snippets
Under “Response snippets”, create a title, language and answer text. In a ticket, choose a snippet and insert it into the reply field. You can edit it before sending.
Knowledge articles
Articles belong to a team, support Markdown and can be internal or public. Public articles appear in that team’s requester help area; internal articles remain available only to signed-in agents.
Before publishing, check for internal names, addresses, credentials or customer data.