Using Canned Responses

Canned Responses

Canned responses are pre-written reply templates that agents can insert into ticket conversations with a single click. They help maintain consistent messaging and reduce the time spent composing common replies.

Creating a Canned Response

1. Navigate to Help Desk > Canned Responses in the sidebar.
2. Click Add.
3. Enter a title that describes the response (e.g., “Password Reset Instructions”).
4. Write the response body using the rich text editor.
5. Optionally assign a category to organize your responses (e.g., “Billing”, “Technical”).
6. Click Save.

Using Canned Responses in Tickets

When composing a reply or internal note on a ticket:

1. Click the Canned Responses section below the reply composer.
2. Search by keyword to find the response you need.
3. Click on a response to insert its content into the reply field.
4. Edit the inserted text as needed before sending.

Canned responses are shared across the entire account, so templates created by one agent are available to all team members.

Creating a Canned Response with AI

The New Response button is a split control. The main action opens the manual editor, and the attached menu offers a Create with AI option. Describe the reusable reply you want and the assistant drafts a title and body, keeping placeholder tokens such as {{requester_name}} and {{ticket_reference}} where they fit so they resolve to real values when a reply is sent. It can also suggest a category to group the response. The result appears in a confirmation card you can refine with follow-up prompts, and nothing is saved until you confirm.

Managing Canned Responses

Edit or delete canned responses from the Canned Responses list page. Use the search bar to find responses by title or category. Each response shows who created it and when it was last updated.

Feature

• Help Desk