Published: February 26, 2026
📌 The Quick Tip: Use templates to have a consistent message structure with elements that are easy to personalize (eg. by adding the customer’s first name).
Make sure your templates:
- include a customizable greeting and farewell for a positive frame
- organize your text into paragraphs for one thought/information per paragraph
- separate each paragraph with 1 empty line
- use standard fonts and font sizes (no
boldorCAPS LOCK), - include the standard company signature so the customer knows who answers them.
Bonus Tip: there are more than 30 templates available for you to use in Zendesk - these are also translated to all the languages of our markets.
🎯 Why It Matters
While saving time, well-written templates ensure consistent brand messaging and accurate responses, which lead to a better customer experience.