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.

    • If you choose Myself under Available for, the response will be stored under the Personal folder and will be available only to you. 
    • If you choose the visibility as All agents, every agent can see this response when they click on the Insert Canned Response button in the reply box.
    • You can also make the response visible to agents only in a particular group. For example, canned response for Refund can be made visible just to your "Returns and Refunds" team, as other teams have no use for it. The Agents in group option also allows you to choosemultiple groups of agents (use space bar to enter multiple groups).



  • You can choose 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 go back and edit these responses by clicking on the name.


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. 


Now your agents can use the canned response you created in a ticket by clicking on the "Insert Canned Response" button. Read more.



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.


Agents can create personal canned responses visible only to them. Learn how.