For support
Type //shipped. Close the ticket.
Where is my order, the password reset, the refund that needs an amount. The reply stays on a key. You type the name, the order, sometimes the date.
Nothing to install in Zendesk or Intercom. Click the reply, type //.
Watch it
Four replies from a Monday queue.
The key types, the menu shows up, the blanks fill. Hover the panel to hold it.
A snippet with no blanks is free. Asking for a name, or dropping in today's date, is Pro.
The queue
Same answers. Different tabs.
A macro inside Zendesk covers the ticket. It does not cover the same sentence when it shows up in chat, in Gmail, and in Slack an hour later.
- 8:50zendesk.com//shipped
The queue is already open
Three tickets ask where the parcel is. The reply is the one you wrote when you still had patience. Sam and #10482 are the only new words.
- 11:05app.intercom.com//reset
They are in the chat, you are in the admin
The reset is a click. The message is what you used to assemble from the last one you sent.
- 14:30mail.google.com//refund
The amount has to be right
The rest of the email should not change because you are typing fast. Three to five days stays three to five days.
- 16:15slack.com//escalated
The handoff, before the context dies
Ticket, what they can't do, what you already tried. Engineering can start there instead of in a 40-message thread.
Where it lands
The helpdesk, and everywhere else the reply goes.
SlashNijo doesn't close the ticket or tag the conversation. It inserts the text into the box you're typing in.
What you get back
A shorter ticket, and a tone that doesn't depend on the shift.
A shipping answer is about twenty seconds when you type it. //shipped, a name, an order: a few seconds. A morning queue is a lot of those.
Shipped, reset, refund, delay, outage, signature. The set you actually paste fits. Pro takes the ceiling off, and adds the blanks and the date.
The 9am shift and the 4pm shift send the same sentence. You stop sanding the tone down because the queue is long.
The twenty seconds use the same 60-words-a-minute estimate as the counter on the home page. A one-line ack saves less. A refund with three blanks saves more.
Keys worth saving
Steal these. Keep your voice.
Paste a snippet, keep the key you'll remember between tickets. Words in quotes are what SlashNijo asks for when you hit //.
Thanks for writing, @input('Name'). Order @input('Order') shipped @dateNow() and should arrive Thursday. Tracking is in this thread.
The tracking question. The date keeps "shipped yesterday" from going stale.
Straight answers
Does this replace Zendesk or Intercom macros?+
No. Macros stay in the helpdesk. // is the reply you also need in chat, in Gmail, and in Slack, and the one you type when the macro list is the wrong tool for a two-line answer.
Does // work in the Zendesk reply box?+
In a normal text field, yes. SlashNijo listens to text fields and editors on the page. If a box is drawn in a way that isn't text, the menu won't open. You'll know on the first ticket.
Can the team share one library?+
Not yet. Sign in and your snippets sync across your own browsers. A shared library is on the roadmap, not in the product today. Until then, each person keeps their own keys, which is why the wording can still drift between shifts.
What stays free?+
25 snippets, in any field. A full reply with no blanks, like an outage note, counts as one of them. Asking for a name or an order number, or writing today's date, is Pro.
Does it send the reply for me?+
No. It inserts the text where the cursor is. You still read it, change a word, and hit send yourself.
Put the reply you pasted twice on a key.
Install the extension, save one answer from today's queue, and use it on the next ticket. The playground on the home page is the same flow, if you want to poke it first.