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. 

Additionally, canned responses can also be used to insert an email signature with a single click.

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

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

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. Click the eye icon to preview, and insert, as desired.

Manage canned responses (admin settings)

To manage (create, edit, delete) canned responses, click on the settings cog (admin settings) on the left side bar. Select Tickets > Canned Responses. This will display canned responses along with their shared status, and the creator info.

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.