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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.
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
Response - Use this field to enter the response that you will reuse while replying to your customers or team members
Select Create to save your response