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For environment pleasant customer support, you may want to use templates that embody some pre-written text. At Zendesk, we name them macros. Templates are like tipsÃ¢â‚¬â€they shouldn’t be overly inflexible and unwavering, but can present a helpful development for frequent responses (like a list for step-by-step responses). Although the complete workforce can use it, you might need to personalize your individual reply before replying to prospects. This ends in a extra private interplay (and a extra fulfilling buyer help job).