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Responding to cases using predefined email quick messages

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Responding to cases using predefined email quick messages

Predefined quick email messages help agents draft replies to a case quickly without having to enter most of the required information to save time and be more productive.

Business managers and admins: You can set up quick messages to predefine the content for replying to cases . For example, you can predefine personal greetings, disclaimers, providing more information, and signatures. You can also incorporate icons, business logos, pictures, HTML layout, and rich text format.
Note: You can configure quick messages so that only a certain user or a group can view them.
Agents: You can select predefined quick messages to quickly draft an email with relevant details auto-filled. The following example shows a sample agent email to a customer.
Figure 1. Sample customer email created with quick message
Sample customer email created with quick messages

To compose emails with quick messages, see Composing emails with quick messages.

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