Canned Responses

Canned responses are saved reply templates that agents can insert into their replies with a single click. Use them for common questions, standard procedures, or frequently needed instructions.

Creating Canned Responses

1. Go to Support > Settings > Canned Responses
2. Click Add Response
3. Fill in the form:

4. Click Create

Using Variables

Canned responses support variable placeholders that are automatically replaced when inserted:

Example content:

Hi {{customer_name}},

Thank you for reaching out about ticket {{ticket_id}}.

To reset your password, please follow these steps:

1. Go to the login page
2. Click "Forgot Password"
3. Enter the email address associated with your account
4. Check your inbox for the reset link

If you continue to experience issues, please reply to this ticket and we'll assist further.

Best regards,
{{agent_name}}

Using Canned Responses in Tickets

When replying to a customer from the ticket detail page:

1. Click the Canned dropdown button (next to the Internal Note toggle)
2. Browse or scroll through your saved responses
3. Click a response to insert it into the reply box
4. Edit the text if needed
5. Click Send Reply

The variables are replaced automatically when you insert the response. Usage is tracked — the most-used responses appear first in the list.

Managing Canned Responses

Search

Use the search bar at the top of the settings page to filter responses by title, content, or category.

Edit a Response

1. Hover over a response and click the pencil icon
2. Update the title, content, category, or shortcut
3. Click Update

Delete a Response

1. Hover over a response and click the trash icon
2. The response is deleted immediately

Usage Tracking

Each response shows a usage count — how many times it has been inserted into a reply. Use this to identify your most valuable responses and retire unused ones.

Best Practices

• Start with your top 10 questions — Look at your most common ticket types and create responses for each
• Use categories — Group responses by topic (Account, Billing, Technical, General) for easy browsing
• Keep responses conversational — They should read like a human wrote them, not a robot
• Include the greeting and sign-off — Agents can always edit, but a complete response saves more time
• Use variables — {{customer_name}} makes responses feel personalized
• Review quarterly — Remove outdated responses and add new ones based on recent ticket trends

Next Steps

• Tickets — Where canned responses are used
• Customer Portal — How customers receive your replies
• Support Analytics — Track response times and CSAT