Canned Responses can be used to quickly insert pre-formatted reply templates into your messages. You can make your pre-formatted replies even more personal, by inserting the requester's name, agent signature and ticket details using dynamic placeholders. You can choose to create personal canned responses or have your Admin create some for you.


A quick guide for using a canned response in a ticket

  • Click on any ticket from the dashboard or the ticket list to view its details.

  • Select Reply to start composing your reply to the customer. (You can use canned responses in Notes too.)



  • The Canned Response button is the little chat box with a star inside it; when clicked, it will display the list of available canned responses.



  • Click on the response you'd like to add to your reply.

  • The pre-formatted reply template, along with dynamic content is now added to the reply, ready to be sent to the customer.



Canned Responses can be used to quickly insert pre-formatted reply templates into your messages. You can make your pre-formatted replies even more personal, by inserting the requester's name, agent signature and ticket details, with dynamic placeholders. You can choose to create personal canned responses or have your Admin create some for you.


A quick guide for using a canned response in a ticket

  • Click on any ticket from the dashboard or the ticket list to view its details.

  • Select Reply to start composing your reply to the customer. (You can use canned responses in Notes too.)



  • The Canned Response button is the little chat box with a star inside it. When you click on it, a light box appears with a list of available canned responses.



  • Click on the response you would like to add to the reply.

  • The pre-formatted reply template, along with dynamic content is now added to the reply, ready to be sent to the customer.