Using Canned Responses #

Canned responses are pre-written reply templates that agents can insert into replies with a shortcut.

Creating a Canned Response #

1. Go to Support Desk → Canned Responses.
2. Click Add New.
3. Fill in:
4. Name — Internal label.
5. Subject — Optional email subject override.
6. Content — The reply body.
7. Shortcut — A trigger word (e.g., greet, refund) to insert this response.
8. Shared — If checked, visible to all agents; otherwise personal.
9. Save.

Using a Shortcut in a Reply #

While typing in the reply box, type your shortcut text. A suggestion dropdown will appear. Select the canned response to insert it.

Usage count is tracked per canned response so you can see which templates are most effective.