Canned Replies

With Canned Replies, you can create a set of ready-made replies (reply templates) that you can quickly insert into ticket responses. Repetitive support requests can thus be processed and resolved more quickly. In addition, canned replies also ensure consistency in communication.

The listing of canned replies shows under 'Translations' in which system/support languages the answers were created.

Topics of this article:
Add, Edit Canned Reply
Add, remove attachments to Canned Replies
Delete Canned Reply

Add, Edit Canned Reply

Go to Automation >> Canned Replies.

• Add canned reply: Click on "New Canned Reply".

  Edit existing canned reply: Click in the line of the canned reply to be edited or click on the edit icon ().

• Available Form fields:

  Ticket tags: If you work with tags in your tickets, you can limit the selection list of canned replies in the ticket reply by assigning one or more ticket tags to a canned reply and thus make it clearer. This means that only those canned replies that match a tag assigned to the ticket and those canned replies without an assigned ticket tag are offered for selection.

  For example, it the tag 'Invoicing' is assigned to a ticket, the canned reply selection list will show those canned replies that have the tag 'Invoicing' assigned to them, as well as all canned replies without assigned ticket tags.

  Name: Enter an appropriate name for the canned reply.
  Reply: Enter the content of the reply template.
  Active: In order for a canned reply to be available for selection, it must be enabled.

• After creating/editing click on Save.

  Note: After saving for the first time, attachments can be added to a canned reply.Nach erstmaligem Speichern können einer vordefinierten Antwort Anhänge hinzugefügt werden.

• In case of multiple Language Tabs: 'Name' and 'Reply' of canned replies are to be entered for each language.
  For more information on making canned replies available in multiple languages, click here.

Add, remove attachments to Canned Replies

Once a canned reply has been saved for the first time, it is possible to add attachments to that reply.

• To attach one or more attachments, click Upload Attachment, select the desired file(s) and click Upload.
• Attachments that are no longer desired can be removed by clicking on the delete icon () of the corresponding file.

Note: Attachments of a canned reply cannot be changed or removed in the course of replying to a ticket.

Delete Canned Reply

Go to Automation >> Canned Replies.

• Click on the delete icon () of the desired canned reply and then on Yes, Delete to confirm the deletion process.