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Creating or Using Canned Response or Saved Reply Templates in Ticket

Updated on : July 25, 2022

Canned responses are a pre-written set of response templates or messages for the frequently asked questions in the support tickets. Agents can create/use the canned responses.

For using an existing canned response while replying to a ticket, follow the given steps:

1. Open a ticket and click Reply.
2. Click the Use Canned Response link as shown in the following image. The dialog box appears.
3. Search by title or select from the list of existing canned responses.

Ticket Reply Option
Ticket Reply Option

4. You can preview a canned response template using the Preview option.

Preview Dialog
Preview Dialog

5. Click Insert for inserting the canned response in the message.

Insert Option
Insert Option

Creating a new canned response

For creating a new canned response, follow the steps:

1. Open any ticket and click Reply.
2. Click the Use Canned Response link as shown in the below image. The dialog box appears.
3. Select the Manage option for creating/managing new responses. Alternatively, you can open this URL to open the Manage Canned Response page – /agent/tickets/canned-responses

Ticket List Page
Ticket List Page

After clicking the Manage option, the Canned Responses page appears. Here, you can create/add/edit the canned responses.

Canned Response Page
Canned Response Page

To create a new canned response, click the Add Canned Response button. The Add Canned Responses page appears.

Fill in the title and description and save the canned response.

Note: Admins have permission to create public canned responses visible to everyone. Others can create the private canned responses visible to only who created it.

Add Canned Response Option
Add Canned Response Option

While adding a description for a canned response, an Insert Placeholders option is available. The inserted placeholder will be resolved automatically when using canned response in tickets message. For most tickets, contact and contact groups are available as placeholders.

For inserting a placeholder,

1. Click Insert Placeholders, the dialog box appears.
2. Place a mouse cursor in the description where you want to insert.
3. Select and click the required placeholders to insert at the appropriate position in the description.

Insert Placeholders Page
Insert Placeholders Page

In the above screenshot, two placeholders are used in the content,

{{ticket.requester.displayname}}
{{ticket.agent.displayname}}

While using these canned responses in the ticket, the actual requester and agent name will be replaced dynamically.

Actual Requester and Agent Name
Actual Requester and Agent Name

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