Canned replies or predefined replies allow agents to insert frequently repeated text into the ticket Reply text box, making it easier to respond to requests.
The Canned replies list is available in the Settings > Automation > Canned replies section.
To add a new canned reply:
- Click Add Row button
- Enter the following values:
- Title: shorten description of canned reply. The title appears in the - Canned reply - select list in the agent Reply action
- Text: the reply content that is loaded into the reply box and modified as required.
- Click Save button.
Repeat steps above to add more canned replies.
To delete a canned reply, click the Actions menu icon in front of the value you wish to delete, choose Delete Row from the action list and click Save button.