Create a canned response

To create a canned response:

1. Open a work item.

2. Select Add internal note or Reply to customer.

3. Select Canned responses.

4. Select Create new.

5. Enter the following details:

   • Name - Give a unique name to your response. Use names that explain the content of your canned response so you can search for them easily without going through the entire response. For example, if you’re creating a canned response to insert your personalized signature, save your response with the name “yourname-signature”.

   • Availability - Only project admins can set availability while creating a canned response. Select Personal if you want to make your response available to yourself only. To create a response that all the agents in your service project can use while replying to customers, select Shared. Currently, agents can only create personal canned responses and would not see this option when creating a new canned response.

   • Response - Use this field to enter the response that you will reuse while replying to your customers or team members. You can format your response, insert links, add bulleted and numbered lists, etc. To personalize your canned responses, use variables within your response. For example, if you want to address the person who sent the request, you can use the work item reporter variable.

6. Select Create to save your response.

Once your canned response is successfully created, you will be able to reuse the response while replying to service requests.

Find out how to create a personal signature using canned responses.

Variables

Here are the variables you can choose from when creating canned responses:

• Current user – The full name of the person inserting the canned response to reply to the customer.

• Work item assignee – The full name of the team member assigned to work on the request. If there isn't one, it is left blank.

• Work item key – The work item key (for example, IT-123).

• Work item reporter – The full name of the user that reported the work item.

• Work item resolution – The customer-visible resolution status of the work item.

• Work item summary – The summary of the work item, 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.

• Request URL – The URL of the request in the portal.