Canned Responses

Agents can use this to insert text into the reply without the Agent repeatedly typing the same information every time.

They can use the same Variables as Email Templates in your Canned Responses. Meaning, you can have a Canned Response like:

Hi %{ticket.name.short}, 

Thanks for that!

When inserted however, it would look like:

Hi Jimmy, 

Thanks for that!

To Use a Canned Response

Simply select a Canned Response from the dropdown to inject the template (after parsing/replacing variables) into the Post Reply textbox as if you'd typed it all out yourself.

Great for including account application forms, and setting standard responses to common queries.

To Configure/Create a Canned Response

In the Agent View, select Knowledgebase -> Canned Responses Then either select the canned response you want to edit, or press Add New Response to create a new one.

A generic ticket-closer example is:

Your ticket #%{ticket.number} created on %{ticket.create_date} has been marked complete by %{ticket.dept.name}'s support team. 

Thank you for using our support service.

You can define which departments can access which Canned Responses, making them quite versatile and functional.