Ticket templates, that you can create by going to Settings > Ticket templates, are more comprehensive than Rapid responses. A rapid response can only contain text, while a template can include text with different formatting, files, subject line, status and labels etc.

If you, for example, always handle complaints in the same way, a Ticket template could be useful. The subject line could be "Complaints - contact with customer service" and the text could contain information about how the customer can make a complaint. The template could also include a PDF that the customer should fill out if he or she wants to make a complaint, and the label "Complaints". A template is in other words a whole mail.

A rapid response is, on the other hand, useful for somewhat shorter and more precise questions, where the rapid response can consist of only a link to your complaint page or information about costs that may be incurred in the event of a complaint. A rapid response is, in short, part of a mail.

You can read more about how to create a Ticket template here: How do I create a new Ticket template? 

There's also a question about how to create and use Rapid responses: How do I create, use, edit and delete rapid responses? 

If you still have questions, you're welcome to contact us! 🤗