Every support agent knows that even the most extensive Knowledge Base can't stop some common questions from cropping up repeatedly - questions that force agents to keep repeating themselves while more serious queries pile up. 

With Canned Responses, your agents can create a predefined set of reply templates they can use with a single click. 

The next time a customer has queries on resetting their password, your agents can quickly use a canned response to solve their problem and move on to other tickets.

Creating a canned response

1. Log in to your Freshdesk account as admin and go to Admin > Agent Productivity > Canned Responses > New Folder.

   

2. Enter a folder name and click Create.

3. Click on the New Canned Response option within the newly created folder.
   Note: Alternatively, you can directly click on the New Canned Response option and then choose the folder (See step 7.
   
   
4. Enter the response title and message. You also use the green plus icon to insert a placeholder to automatically include dynamic content such as Ticket ID, Subject, or Requester Name in the reply.
5. Set the visibility:
   • Myself: Select this option to save the responses under your Personal folder. Note that the personal folder cannot be accessed by others.
   • All agents: Select this option to make the canned responses visible to all agents in your account.
   • Agents in group: Select this option to make the responses visible to a particular group only. For example, a canned response for 'Refund' can be made visible just to your 'Returns and Refunds' team, as other teams will have no use for it. This option also allows you to select multiple groups.
     
     
6. Select the folder where you want to save the new canned response.
7. Click Save.

Using canned responses in tickets

Now your agents can use the canned response you created in a ticket by clicking on Insert Canned Response.

Organizing your canned responses

You can organize your canned responses into folders to easily categorize and move them to other folders. 

Moving canned responses

1. Select a folder and choose the responses you want to move and click Move to.
   
   
2. Select the folder where you want to move the responses and click Move.
   
   

Agents can create personal canned responses visible only to them. Learn how.

Deleting canned responses

1. Go to Admin > Agent Productivity > Canned Response > Folder name (if applicable) and select the canned responses you want to remove using the checkboxes.
   
   
2. Click on Delete.

Notes: 

• You can only delete or edit custom canned response folders and not the default folders.
• You can also export the canned responses in bulk as a CSV or XLSX file. For details, check Exporting Canned Responses.
  

Every support agent knows that even the most extensive Knowledge Base doesn't stop some common questions from occurring - questions that force agents to keep continuously reinventing the wheel, resulting in wasted queries as well as inconsistent replies. With Canned responses, your agents can create a predefined set of reply templates that they can send out with a single click. The next time a customer writes in asking how they can reset their password, your agents can quickly use a canned response and concentrate on the things that really matter.

You can even ensure that each response is customized with the requester's name, agent's signature, and ticket details using dynamic content placeholders. 

Quick Guide for creating a Canned Response

• Go to Admin > Agent Productivity > Canned Responses. 

• Click on the New Canned Response button.

• Make sure you choose an appropriate Response Title that you (and your agents) can understand.

• Type your formatted response template in the rich text editor.

• Click the Insert Placeholder button to automatically include dynamic content like Ticket ID, Subject, and Requester Name in the reply.

• Choose the visibility and access permissions for this response.

  • If you choose Myself under Available for, the response will be stored under the Personal folder and will be available only to you. 
  • If you choose the visibility as All agents, every agent can see this response when they click on the Insert Canned Response button in the reply box.
  • You can also make the response visible to agents only in a particular group. For example, a canned response for 'Refund' can be made visible just to your 'Returns and Refunds' team, as other teams have no use for it. The Agents in group option also allows you to choose multiple groups of agents (use the space bar to enter multiple groups).

• Choose which folder you'd like to put this new canned response into. Of course, you can also put it down under 'General' for now and move it later, if you'd like. 

• Don't forget to hit Save to save your canned response.

• You can go back and edit these responses by clicking on the name.

The list of canned responses you've created will be available under Admin > Agent Productivity > Canned Responses. You can also create a canned response as you are typing out a reply to a customer, by clicking on Canned Response option on the top of the reply and selecting Add New Canned Response. 

Now your agents can use the canned response you created in a ticket by clicking on the 'Insert Canned Response' button. Read more.

Organizing your Canned Responses into Folders

You can organize your canned responses into folders for easier categorization. All you have to do is click on the +Create Folder button to create a folder. The Move button lets you order and move your canned responses between folders, at will.

Agents can create personal canned responses visible only to them. Learn how.

Deleting a Canned Response

To delete existing canned responses, go to Admin > Agent Productivity > Canned Response > select the specific folder > select the canned responses that are to be removed using the checkboxes. Finally, click on the 'Delete' button to delete them.

In case you do not have admin access, you can delete only your personal canned responses. To do that, go to 'Settings' (option on the top right corner below your profile icon - the screenshot below) and then delete the canned responses from the list.

Note: It is currently not possible to perform bulk actions (bulk edit, bulk update, or export) for Canned Responses.