Insert a canned response

To insert an existing canned response:

1. Open the issue view of a request.

2. Select Add internal note or Reply to customer.

3. Select Canned responses.

4. Search by name or scroll through the list of shared and personal canned responses to select the required response.

5. Select Insert and the response will be added to the comment box. If you’ve used any variables within the response, it will be dynamically updated in the comment box.

6. Select Save to post your comment.