Canned Responses

What Are Canned Responses#

Canned responses are pre-written reply templates that staff can insert into the ticket reply box with a single click. They are useful for frequently asked questions, standard acknowledgements, and step-by-step instructions that are repeated across many tickets.

Creating a Canned Response#

1. Go to Admin → Support → Canned Responses.
2. Click Add Canned Response.
3. Fill in the fields:

4. Click Save.

[!TIP] Name canned responses clearly so staff can find them quickly in a long list. Use a prefix pattern like [Billing] Refund Policy or [Technical] DNS Propagation to keep the list organised.

Using a Canned Response#

When composing a reply on any ticket:

1. Locate the Canned Response dropdown above or beside the reply text area.
2. Select the response by name.
3. The response content is inserted into the reply box.
4. Edit the inserted text as needed before sending.

Inserting a canned response does not send the reply — it only populates the text field. Staff can personalise the content before clicking Send Reply.

[!IMPORTANT] The canned response is inserted at the cursor position. If the reply box already has content, move the cursor to the correct position before selecting from the dropdown.

Global vs Department-Scoped Responses#

Use department-scoped responses when the content is only relevant to one team. Use global for universal responses like greetings, escalation messages, or closure messages.

Editing a Canned Response#

1. Go to Admin → Support → Canned Responses.
2. Click the response name or the edit icon.
3. Update the Name, Department, or Content as needed.
4. Click Save.

Changes apply immediately to future uses. Any replies already sent are not affected.

Deleting a Canned Response#

Deleting a canned response requires password confirmation to prevent accidental removal.

1. Go to Admin → Support → Canned Responses.
2. Click the delete icon next to the response.
3. Enter your admin password in the confirmation modal.
4. Click Confirm Delete.

[!WARNING] Deleted canned responses cannot be recovered. If you might need the content again, consider deactivating or renaming it instead of deleting.

Tips for Effective Canned Responses#

• Keep responses concise. Clients read short messages; long walls of text get skipped.
• Leave placeholder prompts like [INSERT TICKET DETAILS HERE] for sections staff must customise.
• Review the canned response library quarterly and remove outdated entries.
• Include a closing line that prompts the client to reply if they need more help.