Quick guide for an agent to create personal canned resposes:
- Login to your support portal.
- Go to Settings > Canned Responses in the menu bar.
- Click on the New Canned Response button.
- Enter a suitable Response Title using which you can easily identify the response.
- In the description box, enter the exact content that needs to be sent to the customer. You can use placeholders in the description to insert dynamic content like the Name of the customer, the public URL of the ticket and more.
- You can also attach files to your canned response
- Click on Save to create your canned response.
- Now you can use these responses in your ticket replies by clicking on the Insert Canned Response button in the reply window.
Admins can create canned responses and keep them personal by going to Admin > Canned Responses > Create new (or choose an old one) and choose "Myself" in the Available for section.