Snipzilla Templates for Zendesk

Snipzilla Templates gives your agents fast, organized, reusable replies: canned responses with smart tokens, fill-in prompts and folders, applied into the reply box in one click. It works on email, chat, messaging and social tickets in Agent Workspace.

Reply in one click. Apply a template straight into the composer, or use Apply and send for a true one-click reply. Favorites sit at the top of the sidebar, suggestions surface the right template for the ticket, and drafts are saved automatically while you type.

Smart templates, not static text. Templates fill themselves in from the ticket: requester and agent names, ticket status, priority, brand, organization, dates, and more. Fill-in prompts ask the agent only for what is missing, with defaults taken from the live ticket. Add optional blocks, choice dropdowns, running counters, math and case transforms, random variations, and templates nested inside templates. Rich text is fully supported.

Organized like a real library. Folders with colors, personal / brand / company-wide scopes, per-brand visibility on multi-brand accounts, and a health check that flags stale templates, broken tokens and dead brands before your customers see them.

Built for admins. Import your existing Zendesk macros in bulk to get started in minutes. Batch import/export as JSON or CSV (Excel-friendly), starter packs, folder bulk-rename, search and replace across the whole library with preview, and usage analytics with an unlimited reporting window, by template or by agent.

Your data never leaves your Zendesk. Everything is stored in your own Zendesk instance using Zendesk Custom Objects. The app has no backend, makes no external calls, and sends nothing anywhere. Personal templates are private to each agent, enforced server-side by Zendesk access rules. Your library is retained even if you uninstall.

Speaks your language. Full UI in English, German, Spanish, French, Italian, Japanese, Korean, Dutch, Polish, Portuguese and Traditional Chinese. Light and dark theme. Each agent can pick the language for dates and greetings in replies, so a Spanish reply says "4 de marzo", not "March 4th".

Works alongside the Snipzilla desktop text expander: the import/export format is compatible with Snipzilla for desktop and Snipzilla Templates for Jira, so one template library can serve your whole toolchain.

Requires Zendesk Suite (any plan) or Support Enterprise.