How to Create Canned Responses

Reply to the same customer questions with canned responses and save valuable time and effort. Save answers to common questions to shorten your response time and save keystrokes on repetitive typing. With canned responses, you type it once, save it and reuse it in tickets whenever you need it. 

Canned responses are predefined messages displayed to the agents with the intent of answering repeated questions consistently. Agents can now search for particular canned responses through the search box, providing swift assistance to customers.

Here's how canned responses appear to the agent:

With canned responses, you can:

• Reduce response time to common questions

• Engage visitors with appropriate predefined responses

In this article, you will learn:

1. Creating Canned Responses in Help Desk

2. Adding Canned Responses to a Ticket

3. Reordering your Canned Responses

How to Create Canned Responses in Help Desk

Step 1: Navigate to Settings > Canned responses, and click "+New Canned Response."

Step 2: Enter the canned response title. This title will be shown when you select a canned response for a user ticket. From the Inboxes drop-down menu, select the inbox that will use this response and add the canned response text in the Message text box. Once done, click "Save" to add and activate the canned response.

How to Add Canned Responses to a Ticket

Canned responses in the customer tickets can be used via multiple options:

Option 1:  You can add the relevant canned response using the hotkey. Press # to display the canned responses.

Option 2: Alternatively, you can add canned responses to a ticket by clicking the Canned Responses icon.

If you feel that certain canned responses are more important than others, you can change their order of appearance for all agents.

How to Reorder Your Canned Responses

Step 1: Navigate to Settings > Canned Responses.

Step 2: Hover your mouse over to the canned response whose order you want to change. Drag and drop it to its desired position.

That is all about canned responses in ProProfs Help Desk.