A Canned Response is a text snippet made available to input within the ticket body when you're replying to a ticket. Use them to automate your common replies. This is useful if you want to reply to new tickets with a common greeting, or if you have fixed answers to common questions.
Canned Responses not only make your support team faster, they can also help the whole team share a common language or company tone.
Under Automation, you'll find Canned Responses.
You will be able to see the canned responses already available within the system.
And you can add more using the Add Canned Response button. Canned responses are unlimited.
Name - Give your Canned Response a name that will make it obvious what content of the response contains. This will appear to agents when they're replying to tickets making it obvious to them will save them time in picking the right response to use.
Internal Note - This field allows you to add a note as to why you have created this Canned Response and will only be visible internally.
Body - In the body field, this is where you add all the text you wish to go in the Canned Response. It's the same WYSIWYG editor that is available throughout Issuebear where you can format your Canned Response as required, you can even add in links along with your text.
Editing and Deleting Canned Responses - It is advisable to regularly take time to check that Canned Responses are up to date, including any links to outside sources and/or links to Knowledge Base articles. The same is encouraged to make sure any responses are deleted if they are no longer needed, this means an agent will not waste time checking if an older response is still in use or not.