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A canned response is predefined text that Agents can use to reply to frequently asked questions.

Project Admins can create shared canned responses for the project.

Agents can only create personal canned responses and cannot be shared.

Create a Canned Response

To create a canned response:

• Open any ticket

• Under the Comment section, select Add internal note or Reply to customer

• Select the Canned responses button

• Select Create new

• Enter the following details:

  • Availability

    • Select Personal if you want to make your response available to yourself only

    • Select Shared to create a response that all the agents in your service project can use

  • Name - Give a unique name to your response. Use names that explain the content of your canned response

  • Response - Use this field to enter the response that you will reuse while replying to your customers or team members. Variables can be used.

• Select Create to save your response

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List of Variables

There are several variables you can use to pull information from the ticket:

• Current user: The full name of the person inserting the canned response to reply to the customer.
• Issue assignee: The full name of the team member assigned to work on the request. If there isn't one, it is left blank.
• Issue description: The description of the issue, or blank if there isn’t one.
• Issue key: The issue key (for example, IT-123).
• Issue reporter: The full name of the user that reported the issue.
• Issue resolution: The customer-visible resolution status of the issue.
• Issue summary: The summary of the issue, or blank if there isn’t one.
• Portal URL: The portal URL, which can be seen on the Portal settings page.
• Request status: The customer-visible status of the request, as shown in the portal.