Canned responses are pre-written reply templates that agents insert into ticket conversations in one click. They keep your messaging consistent and cut the time spent typing common answers, and they can carry placeholders that fill in real ticket details when a reply is sent. Every canned response is shared across the whole account, so a template one agent writes is available to the entire team.
Create a canned response
- Open Help Desk > Canned Responses in the sidebar.
- Click Create. Canned responses support AI assisted creation, so this is a split control: the main button opens the manual editor, and the caret menu adds a Create with AI option when your account has AI create enabled, the Help Desk feature is on, and you hold the create permission.
- Enter a title that describes the response, for example “Password reset instructions”.
- Write the body in the rich text editor, adding placeholders where you want ticket details to fill in automatically.
- Optionally set a category to group your responses, for example “Billing” or “Technical”.
- Click Save.
Placeholders
Placeholders are tokens you drop into the body so each reply reads as personalized without retyping. When you insert a response into a ticket, the tokens resolve to that ticket’s real values. The available placeholders are:
- {{requester_name}} and {{requester_email}}: the requester’s name and email.
- {{ticket_reference}} and {{ticket_subject}}: the ticket reference and subject.
- {{ticket_status}}, {{ticket_priority}}, and {{ticket_category}}: the ticket status, priority, and category.
- {{ticket_created_date}} and {{ticket_due_date}}: the created and due dates.
- {{agent_name}} and {{agent_email}}: the current agent’s name and email.
- {{company_name}}: your account name.
In the editor you can copy any placeholder token to the clipboard from the placeholder list, then paste it into the body where it belongs.
Insert a canned response into a ticket
When composing a reply or an internal note on a ticket:
- Find the canned responses section near the reply composer.
- Search by keyword to match a response by title or category.
- Click a response to insert its content into the reply, with placeholders resolved to the current ticket’s values.
- Edit the inserted text as needed before sending.
Create a canned response with AI
Choose Create with AI from the Create menu, then describe the reusable reply you want. The assistant drafts a title and body and keeps 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.
Manage canned responses
Edit or delete canned responses from the Canned Responses list page. Use the search bar to find responses by title or category, and each row shows who created it and when it was last updated.
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