Canned Responses
To save time and ensure consistency of responses,pre-formatted reply templates can be created. These can be customised to include requestor’s name, agent’s signature and ticket details using dynamic content placeholder s.
Click the New Canned Response button.
Enter a Response Title which is easily understood, so to know when it should be used to reply.
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Type your formatted response template in the text editor.
- If required, attachments to be completed can be added.
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Choose the visibility and access permissions for this response.
- Choose the folder you want this canned response to be saved to. Responses visible only to you will be saved in the 'Personal' folder by default.
Hit Save to save this reply as a canned response.
The list of canned responses created will be available in the Canned Response page. You can also create folders of Canned Responses and categorize them properly. This will also allow you to share them with specific groups of agents or your entire team.