How to create and manage canned responses

Canned responses are pre-written templates that agents can quickly insert into a ticket reply. They play a crucial role in meeting SLA targets, ensuring a quick, efficient, and consistent response.

There are two ways to access canned responses—within the ticket detail view, or in Account administration.

On the ticket detail view

Agents can access canned responses directly on a ticket.

To create a canned response:

  1. Click Reply to bring up the text box
  2. Type out the response you want to save as a canned response
  3. Click on canned responses
  4. Select save as canned response
    1. (required) Enter a title for the canned response to make it easy to find
    2. (optional) Choose whether to share the response with other agents (only agents with a manager or admin role can share canned responses)
    3. (optional) Add an attachment
  5. Click Create to save it

A walkthrough opening the reply box on a ticket and using the save as canned response option.

To use a canned response:

  1. Click Reply to bring up the text box
  2. Click on canned responses
  3. Choose select a canned response
  4. Use the text box to search for the correct canned response
  5. Click the eye icon to preview, and insert, as desired

Personalize a response with variables

A canned response can hold variables: placeholders in double curly braces, such as {{ticket.user_first_name}} or {{ticket.id}}. When an agent inserts the response into a reply, each variable is replaced with the value from that ticket, so one template greets every customer by name and quotes the right ticket number.

To add a variable, open the canned response editor (on a ticket or in Account administration) and click insert variable. Pick from:

  • Ticket: ticket number, title, status, priority, queue, type, created on, due on, scheduled on, the assigned agent's name, and the link the customer uses to view the ticket
  • Requester: first name, full name, email and company
  • Agent: the first name, full name and email of the agent inserting the response
  • Help desk: its name and address
  • Custom fields: every ticket custom field of your help desk, for example {{ticket.custom_field_order_number}}

The Create Canned Response dialog, with a reply that greets the customer with {{ticket.user_first_name}}, quotes {{ticket.id}} and {{ticket.status}}, and signs off with {{agent.first_name}}.

Good to know:

  • The variables are filled in when the response is inserted, so the agent sees every value and can correct it before sending. The saved canned response keeps its variables.
  • A variable Mojo does not recognize, for example one with a typo, stays as written. Read the reply before you send it.
  • A value that looks like a link or contains formatting (for example a requester who typed a web address into their name) is not filled in, so a customer cannot slip a link into your reply. The variable stays as written.
  • Variables are not filled in when a canned response is used in a bulk reply to several tickets. They would be sent exactly as written, so replace them first.

Manage canned responses (Account administration)

To manage (create, edit, delete) canned responses, click on the waffle icon and select Account administration > Tickets > Canned Responses. This will display canned responses along with their shared status, and the creator info.

The Canned Responses admin page, listing each response with its shared status and creator.

Permissions

Agents can view and use their personal canned responses and those shared among agents.

Additionally, if the agent has an admin or manager role, they also have the ability to view, edit, share, and delete all canned responses.