Every support agent knows that even the most extensive Knowledge Base can't stop some common questions from cropping up again and again - questions that force agents to keep repeating themselves while more serious queries pile up. With Canned Responses, your agents can create a predefined set of reply templates that they can send out with a single click. The next time a customer writes in asking how they can reset their password, your agents can quickly use a canned response to solve their problem and move on to other tickets.


You can even ensure that each response is customized with the requester's name, agent's signature and ticket details using dynamic content placeholders



Quick Guide for creating a Canned Response


  • Under the Admin tab on the left panel, go to Helpdesk Productivity > Canned Responses

  • Click on New Canned Response.
  • Make sure to choose an appropriate Response Title that you (and your agents) can understand.
  • Type your formatted response template in the rich text editor.
  • Click Insert Placeholder to automatically include dynamic content such as Ticket ID, Subject or Requester Name in the reply.
  • Set the visibility and access permissions for this response.
    • If you select Myself under Available for, the response will be stored in the Personal folder and only you can use it.
    • If you set visibility to All agents, every agent can view it by clicking on Insert Canned Response in the reply box.
    • You can also make the response visible to a particular group only - for example, a canned response for 'Refund' can be made visible just to your 'Returns and Refunds' team, as other teams will have no use for it. This option also allows you to select multiple groups.



  • Choose the folder you'd like to place this new canned response into; you can always move it later, if you'd like.

  • Click Save to save your canned response.


If you'd like to edit a previously-saved response, just click on its name.


The list of canned responses you've created will be available under Admin > Helpdesk Productivity > Canned Responses. You can also create a canned response as you're typing a reply to a customer by clicking on Canned Response above the reply and selecting the Add New Canned Response option. 


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



Organizing your Canned Responses into Folders

Organize your canned responses into folders for easier categorization. Click on +Create Folder to create a folder, and Move to order and move your canned responses between folders as you like.



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


Deleting a Canned Response


To delete existing canned responses, go to Admin > Canned Response > Folder name (if applicable) and select the canned responses you'd like to remove using the checkboxes. Once you've made your selection, click on Delete.



Note: It is currently not possible to perform bulk actions (bulk edit, bulk update or export) for Canned Responses.


Every support agent knows that even the most extensive Knowledge Base doesn't stop some common questions from occurring - questions that force agents to keep continuously reinventing the wheel, resulting in wasted queries as well as inconsistent replies. With Canned responses, your agents can create a predefined set of reply templates that they can send out with a single click. The next time a customer writes in asking how they can reset their password, your agents can quickly use a canned response and concentrate on the things that really matter.


You can even ensure that each response is customized with the requester's name, agent's signature and ticket details using dynamic content placeholders



Quick Guide for creating a Canned Response

  • Go to Admin > Helpdesk Productivity > Canned Responses. 

  • Click on the New Canned Response button.

  • Make sure you choose an appropriate Response Title that you (and your agents) can understand.

  • 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 Requester 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 choose multiple groups of agents (use space bar to enter multiple groups).



  • 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.


The list of canned responses you've created will be available 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.


Deleting a Canned Response


To delete existing canned responses, go to Admin > Canned Response > select the specific folder > select the canned responses that are to be removed using the checkboxes. Finally, click on the 'Delete' button to delete them.





In case you do not have an admin access, you can delete only your personal canned responses. To do that, go to 'Settings' (option on the top right corner below your profile icon - screenshot below) and then delete the canned responses from the list.




Note: It is currently not possible to perform bulk actions (bulk edit, bulk update or export) for Canned Responses.