Replying to Tickets
When a ticket gets assigned to you, one of the first things you would want to do is send a response. Find the reply icon at the bottom of your email.
Freshservice lets you send rich text replies to requesters. You can bullet the instructions and bold, italicize and underline key phrases to highlight them. You can Cc and Bcc your fellow agents if they need to be notified. You can link solution articles in the response or choose from a list of canned responses. You can also attach files from your computer to add more context to your reply.
Using Canned Responses While Replying
Canned responses can be used to quickly insert reply templates into your messages. They can be added by the service desk admin and be customized to add the requestor’s name, agent’s signature and ticket details using dynamic content placeholders.
To insert a canned response, click on the Canned Response icon present on the top right corner (next to the Insert Solution option).