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Request snippets

Snippets are pre-defined responses that you can include in request updates, outgoing emails, or resolutions. Use snippets to save time and ensure your team provides consistent information to customers.

  • Snippets can include plain text and request variables.
  • You can share snippets with specific teams and services.

Manage snippets

You can access the snippet manager from the Update, Email, or Resolution actions on any request.

  1. Open a request.
  2. Select the Snippet dropdown menu.
  3. Select Manage to create, update, share, or delete snippets.

Add a new snippet

To create a new snippet, select Add New from the Manage menu. You must complete the following attributes:

  • Title: Enter a name for the snippet. This title helps you and other analysts identify the snippet in the list. It does not appear in the final message.
  • Content: Enter the text that the system inserts into the email or update body.
  • Available On: Select whether the snippet appears in the Update action, Email action, Resolution action, or all three.
  • Available For: Define who can use the snippet.
    • Myself: The snippet is only visible to you.
    • Teams: Choose one or more teams to share the snippet with their members.
    • Services: Choose one or more services. The snippet becomes available to all teams that support those services.

Select Save to create the snippet.

Snippet lists

The manager organizes snippets into three lists:

  • All: Visible only to users with the Service Desk Admin role. This list contains every snippet in the system.
  • Shared: Contains snippets that other users have shared with you.
  • My Snippets: Contains snippets that you created.

Bulk actions

Use the checkboxes next to snippets in the list to perform bulk actions:

  • Change Owner: Available only to Service Desk Admins. Use this to transfer snippet ownership to another user.
  • Make Me Owner: Available only to Service Desk Admins. Use this to quickly take ownership of the selected snippets.
  • Delete: Permanently removes the selected snippets from the system.

Edit a snippet

To modify an existing snippet, select the name of the snippet in the list. This opens the Snippet Editor. After making your changes, select Update to save.

Use request variables

Variables allow you to pull specific data from a request automatically. This prevents the need to type details like reference numbers or names manually.

To insert a variable, select the variable from the dropdown menu while editing the Content field. The system inserts the variable at your current cursor position.

Available variables:

  • Customer First Name
  • Customer Last Name
  • Reference
  • Summary
  • Description
  • Owner Name
  • Service Name
  • Priority
  • Response Target
  • Resolve Target
  • Current Time
  • Current Date
  • Current Date / Time

Use HAi with snippets

HAi logo You can combine snippets with request variables and the Ask HAi feature of Text Assist to generate custom AI prompts.

For example, you can create a snippet to generate clarifying questions based on the request details:

{{summary}}
{{description}}
Write 4 clarifying questions to solve this issue.

Snippet Tip

To use a snippet with HAi Text Assist:

  1. Go to the Update action on a request.
  2. Select the Snippets dropdown and choose the snippet containing your HAi prompt.
  3. Select Ask HAi from the HAi Text Assist dropdown menu.
  4. Select Update to add the snippet content to the request.

Snippet Response

Apply a snippet to a request

When you are ready to use a snippet in a ticket:

  1. Open the Email, Resolution, or Update action.
  2. Select the Snippets button.
  3. Choose a snippet from one of the following categories:
    • Myself: Snippets you created.
    • Teams: Snippets shared with your teams.
    • Services: Snippets associated with the service assigned to the ticket.

The categories only appear if there are snippets available for you to use.

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