Response templates (aka canned replies or canned responses) can be used by agents to quickly insert text or media that they frequently use in their messages.

Creating response templates

New response templates can be created from the Response Templates -> Add New form as shown below.

A response template needs a title which will be visible when selecting it and the message which will be eventually added to the agent’s reply. If a template is marked as a team template, then it will be shared among all agents, otherwise it will be visible only to the agent who created it.

Using response templates

To use a response template while compiling a reply, click on the heart icon and select the appropriate template.

Who can use response templates?

All helpdesk users can create response templates, with the following restrictions depending on the user role:

Managing Response Templates

  • Administrators can create, edit, and delete both personal and team templates.
  • Agents can create, edit, and delete personal templates. They cannot create team templates.

Using Response Templates

  • Administrators and Agents can use personal and team templates in ticket responses.