Canned responses
Canned responses overview
Respond to common questions faster using Canned responses.
Agents can create predefined reply templates and insert them into ticket replies with a single click.
Navigate to Settings using the menu on the left.
Click the Canned responses tab.
Here you can see all canned responses created in this HelpDesk instance.
Use the All canned responses filter to display responses that are visible only to you or to everyone.
Create responses
To create a new canned response, click New canned response.
Enter a Title that clearly describes the response, and type the message in the rich text editor.
By default, the canned response is visible to everyone. You can change the visibility:
Visible to everyone - all users can view and use this response.
Visible to me - only you can view and use this response.
You can also add attachments to a canned response.
Click Save to finish creating the canned response. You can now use it when replying to tickets.
Use canned replies
The Canned reply button is available in the reply editor. Click it to open a list of available canned responses.
Select the response you want to insert into your reply.
You can also create a new canned response directly from a ticket.
Click Add new at the bottom of the Canned reply dropdown list.
