Here you may place some predefined responses that can be easily added to reply to customers in the ticket editor. In order to use it, go Project settings -> Canned responses and choose one or create, if there is nothing already prepared.
You can decide for it to be public (visible for every user), also you can make it possible to use such canned response in all projects.
When it comes to content, you can write it by yourself, but we strongly encourage you to use one of our macros. More about macros here.
In order to use canned response in the helpdesk ticket, in the edit issue view you will find a dropdown with canned responses to choose from.
From Helpdesk version 4.1.4, the canned response button was moved here:
As Administrator, you can also go to Administration -> Helpdesk, Canned responses tab, and add a new response or edit the existing one there.
Order, search and popularity
Since version 4.5.0 new canned responses are added to the end of the list, and you can arrange the list yourself.
To change the order of canned responses:
- Open the Canned responses list (Administration, then Helpdesk, Canned responses tab, or Settings, then Canned responses in a project).
- Drag a response by its handle to a new place.
The order is saved at once. To find a response, type a part of its name or text in the search field above the list: the list is filtered as you type. Drag and drop is switched off while a search is active. Use the page size select to show 25, 50 or 100 responses.
To choose the order of the dropdown in the ticket:
- Select Administration, then Helpdesk.
- On the General tab, set Canned responses order: Manual order or Most popular.
- Select Save.
With Most popular, the responses you used before come first, then the others by how often your team uses them.
Agent Instructions
When the Agent plugin is connected, a canned response can be an instruction for the Agent. Check Agent Instructions in the canned response. When you select such a response in a ticket, the Agent writes a reply from the instruction and the ticket context, and the text is inserted in the note field. Nothing is sent: edit the text and send it yourself.