Canned Responses

Canned responses are pre-written reply templates that agents can insert into ticket replies with a single click or keyboard shortcut. They save time on common responses and ensure consistent messaging.

Canned Response Fields

Field	Description
Title	Internal name for identifying the response
Content	The reply text (supports HTML / rich text)
Category	Optional grouping label for organising responses
Shortcut	Keyboard shortcut to trigger this response (e.g., ty for a thank-you message)
Active	Whether the response is available in the agent reply box
Sort order	Display order in the response picker

Managing Canned Responses

Navigate to Admin → Support Desk → Canned Responses.

Creating a Canned Response

1. Navigate to Admin → Support Desk → Canned Responses
2. Click Create
3. Enter a title and the response content
4. Optionally set a category and shortcut
5. Ensure Active is enabled
6. Click Save

Editing a Canned Response

1. Click Edit on a response row
2. Update the fields
3. Click Save

Deleting a Canned Response

1. Click Delete on a response row
2. Confirm deletion

Using Canned Responses in the Agent Portal

When composing a reply in the agent portal, agents can access canned responses in two ways:

From the toolbar: Click the canned responses icon in the reply editor toolbar to open a searchable list of all active responses. Click a response to insert it.

Via shortcut: Type the shortcut text (e.g., ty) in the reply box and press the trigger key to expand it into the full canned response content.

Organising with Categories

Use the Category field to group related responses (e.g., "Billing", "Technical", "Greetings"). The category name appears as a group header in the response picker, making it easier to find the right response quickly.

TIP

Set a shortcut on your most frequently used responses. A two or three character shortcut that expands to a full paragraph saves significant time over a busy day.