Create a canned response

To create a canned response:

1. Open the issue view of a request.

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 - This option only applies when a project admin is 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.
     
     If you want 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 issue 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.