How to Create Canned Responses

Reply to recurring customer questions faster using canned responses. These are predefined replies that help reduce repetitive typing, improve consistency, and speed up ticket resolution. Create a response once and reuse it across tickets whenever needed.

Canned responses are displayed to agents while replying to tickets and can be searched easily to provide quick and accurate answers to customers.

Here's how canned responses appear to the agent:

With canned responses, you can:

• Reduce response time for common queries

• Ensure consistent and accurate replies

• Improve agent productivity

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

Canned responses can be created by both Admins and Staff, but the navigation path differs based on the user role.

For Admin Users

Step 1: Navigate to Settings > User Productivity > Canned Responses, and click + New Canned Response.

Step 2: Enter a title for the canned response (this title appears when selecting the response in a ticket).
From the Inboxes dropdown, select the inbox where this response will be available.
Add the response content in the Message box, then click Save to activate it.

For Staff-Level Users

Step 1: Click your Profile Icon (top-right corner) and select My Account.

Step 2: From the left panel, click Canned Response, then click + New Canned Response.

Step 3: Enter the canned response title. From the Inboxes dropdown, select the inbox where this response should be available. 

Add the response content in the Message box, and click Save.

How to Add Canned Responses to a Ticket

You can insert canned responses into customer tickets using the following methods:

Option 1: Using the Hotkey

Press # while replying to a ticket to open the canned responses list and select the required response.

Option 2: Using the Canned Responses Icon

Click the Canned Responses icon in the reply editor and choose the relevant response from the list.

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.