Canned Responses

Canned responses are shared reply snippets for questions your team answers often.

Creating a canned response

Go to Settings → Canned Responses and click New. Give it:

• Title: a short, searchable label (e.g. "Password reset steps") so teammates can find it fast
• Body: the reply text, with the same rich formatting you use in a normal reply

Save it, and it's immediately available to everyone in the workspace.

Using one in a reply

In a ticket's reply box, open the canned-responses picker and choose the one you want. Its body is inserted into your draft, where you can edit it (add the customer's name, trim a paragraph, adjust details) before sending. A canned response is a starting point, not a locked template.

Managing them

From Settings → Canned Responses you can edit a response's title or body and delete outdated entries. Edits apply to the whole workspace the next time someone inserts the response. Use clear titles so the list remains easy to scan.

Tips

• Keep each response focused on one situation; short and specific beats long and generic.
• Review the library periodically and prune duplicates.
• For replies that should go out without a human editing them, look at AI Suggest Reply and autonomous replies instead.

Related

• Day-to-day replying and commenting is covered in working with tickets.