Quick Guide for creating a Canned Response

  • Go to Admin > Helpdesk Productivity > Canned Responses.
  • Click on the Add Canned Response button.
  • Make sure you choose a Response Title that you (and your agents) can understand in a flash.
  • 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 Requestor Name in the reply.
  • Choose the visibility and access permissions for this response i.e is it visible only to the agents in a particular group, all your agents or just you.
  • You also have the option of choosing 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 find the list of canned responses that you've created under Admin > Helpdesk 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.

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.