Under the Admin tab on the left panel, go to Helpdesk Productivity > Canned Responses.
Click on New Canned Response.
Make sure to choose an appropriate Response Title that you (and your agents) can understand.
Type your formatted response template in the rich text editor.
Click Insert Placeholder to automatically include dynamic content such as Ticket ID, Subject or Requester Name in the reply.
Set the visibility and access permissions for this response.
If you select Myself under Available for, the response will be stored in the Personal folder and only you can use it.
If you set visibility to All agents, every agent can view it by clicking on Insert Canned Response in the reply box.
You can also make the response visible to a particular group only - for example, a canned response for 'Reception' can be made visible just to your 'Returns and Refunds' team, as other teams will have no use for it. This option also allows you to select multiple groups.
Helen Hui
Under the Admin tab on the left panel, go to Helpdesk Productivity > Canned Responses.
Click on New Canned Response.
Make sure to choose an appropriate Response Title that you (and your agents) can understand.
Type your formatted response template in the rich text editor.
Click Insert Placeholder to automatically include dynamic content such as Ticket ID, Subject or Requester Name in the reply.
Set the visibility and access permissions for this response.
If you select Myself under Available for, the response will be stored in the Personal folder and only you can use it.
If you set visibility to All agents, every agent can view it by clicking on Insert Canned Response in the reply box.
You can also make the response visible to a particular group only - for example, a canned response for 'Reception' can be made visible just to your 'Returns and Refunds' team, as other teams will have no use for it. This option also allows you to select multiple groups.