Jeff Hubbard

I've been searching the KB and I guess I'm not using the correct terms to find what feature I'm looking for. We get tickets on a daily basis that we can reply to with either the same text, or a few variations of that text. Currently we have the text blocks on a Word doc and just copy/paste in the desired reply. What is/are the features in Zendesk I can use to accomplish this? Is this Macros or are there other options? What is the search term I should be using to find this? I'm seeing some AI options, but I'd rather stay manual for now until I can see how it all responds. 

Brand new user here, How do I add a user to send a side conversation to? When I enter the email address of the person I want to send it to, it just says it's not found. Seems like it shouldn't care whether whomever I'm pulling into the conversation has had a ticket in the past, which are the only emails I can find in Side Conversations. 

I have what seems to be a really simple use case and I cannot get this to work. Our very small support group has no need for a help center, only the ability for customers to either send an email directly to our support team - for this I set up forwarding and it works fine. Send an email, it opens a ticket. The second is to have a help link on our website, which would link directly to a form which the customer fills out, and a ticket is created. I made the form, even set up conditions, but after following directions for the URL to the form, and using an incognito window, it still takes me to a screen requiring customer login. I have enabled the “Anybody can submit tickets” option and I have yet to be able to get to the form. Any help?