Ticket Canned Responses (Settings)

Canned Responses are predefined messages which, when selected, automatically populate a Ticket Note field with the specified text. This feature enables the provision of a library of ticket responses, which can be selected from a drop-down list for use in internal ticket notes, or for emailing to contacts,.

The below image shows an example of a ticket response, in which a canned response has been selected.

Selecting a Canned Response from the drop-down list will immediately (without warning) overwrite any existing text in the ticket note field.

For more information pertaining to the use of Canned Responses, see the article, Creating / Modifying a Ticket.

Accessing Canned Response Settings

Settings > Ticket Settings > Canned Responses.

Adding a New Canned Response

Enter the new Canned Response name into the  Add new canned response field and click Add.

To change a Canned Response name, or to add or remove a Canned Response, see the following settings:

Modifying or Deleting a Canned Response

To modify or delete a Canned Response, click the name of the Canned Response to modify:

Modifying the Canned Response Name

Update the name of the canned response in the  Response Name field (shown in the image below).

Modifying the Canned Response Message Content

Type the message into the Response Content field (shown in the image above), including any placeholders as required.

Ticket responses are always presented as plain-text with emailed ticket notifications, therefore no formatting options are available.

Using Placeholders

Available placeholders are:

• CONTACT FIRST NAME
• CONTACT LAST NAME
• STAFF FIRST NAME
• STAFF LAST NAME

Placeholders in Canned Responses must be prefixed and suffixed with a double-hash ## as shown in the above image. The placeholders will be replaced with the appropriate content when the Canned Response is selected.

Allocating a Canned Response

Canned Responses can be allocated to all users, or specific users:

• Company Wide - All users can select the Canned Response
• Selected Staff - Only specified staff can select the Canned Response
• Personal - Only the user who created the Canned Response can select it

Deleting a Canned Response

To delete the currently-selected Canned Response, click Delete.

When prompted, either confirm or cancel the deletion.

Once deleted, a Canned Response cannot be restored.

Saving the Settings

If any of the Canned Response settings have been modified, click Save to retain the updates.