Canned responses are pre-built reply templates that support handlers can insert into ticket replies with a single click. They eliminate repetitive typing for common answers, ensure consistent messaging across your support team, and reduce response times for frequently asked questions.
Each canned response consists of a description (the display name shown in the menu), a content body (the actual text inserted into the reply), and an optional grouping label for organization.
Canned responses support template variables that are automatically replaced with real ticket data at the time of insertion, allowing a single template to produce personalized replies for different tickets and customers.
Accessing Canned Responses
Canned responses are managed entirely from the frontend support admin panel. You must be logged in as a user with support handler permissions.
- Navigate to the frontend support admin panel.
- Open the settings menu (gear/cog icon) in the top toolbar.
- Select Canned Replies from the dropdown menu.
This opens the canned responses list view, which displays all existing responses in a table with columns for Description, Grouping, and Actions (edit and delete).
Search and Filter
The list view provides two ways to find specific responses:
- Search box -- Type a keyword to search across both the description and content of all canned responses.
- Grouping filter -- Select a grouping from the dropdown to show only responses that belong to that group.
Use the Reset button to clear all filters and return to the full list.
Creating Canned Responses
- From the canned responses list, click the green New button in the top-right corner.
- Fill in the form fields:
| Field | Required | Description |
|---|---|---|
| Description | Yes | A short label for the response (max 250 characters). This is the name displayed in the Insert dropdown when replying to tickets. Choose something descriptive so handlers can quickly identify the right response. |
| Grouping | No | A category label for organizing responses (max 250 characters). Responses that share the same grouping value are displayed together in a submenu within the Insert dropdown. |
| Content | Yes | The full reply text. This field uses a WYSIWYG editor, so you can include formatted text, links, images, and HTML. |
- Click Save to save and return to the list, or Apply to save and continue editing.
Editing a Canned Response
Click the response description in the list, or click the edit (pencil) icon in the Actions column, to open it for editing. The same form fields are available. Click Save or Apply when finished.
Deleting a Canned Response
Click the delete (trash) icon in the Actions column for the response you want to remove. A confirmation dialog will appear before the response is permanently deleted.
Using Template Variables
Canned response content supports template variables that are automatically replaced with ticket-specific data when the response is inserted into a reply. Wrap variable names in curly braces. Common variables include:
| Variable | Description |
|---|---|
{ticket_id} |
The ticket's internal ID |
{ref} or {reference} |
The ticket reference number |
{subject} |
The ticket subject/title |
{subject_text} |
The ticket subject as plain text |
{status} |
Current ticket status |
{priority} |
Current ticket priority |
{product} |
Product associated with the ticket |
{department} |
Department associated with the ticket |
{category} |
Ticket category |
{ticket_link} |
Link to the ticket for the customer |
{admin_link} |
Link to the ticket for handlers |
{opened} |
Date the ticket was opened |
{lastactivity} |
Date of the last activity on the ticket |
{handlername} |
Full name of the current handler (the person replying) |
{handlerusername} |
Username of the current handler |
{handleremail} |
Email address of the current handler |
Example content using variables:
Hello,
Thank you for contacting us regarding ticket {ref}. Your request in the {department} department has been received and is currently marked as {status}.
We will follow up with you shortly.
Best regards,
{handlername}
Organizing Canned Responses
The Grouping field is a free-text label that controls how responses are organized in the Insert dropdown menu when replying to tickets.
- Responses that have the same grouping value appear together inside a submenu named after that grouping.
- Responses with no grouping appear as individual items at the top level of the dropdown.
- The list view sorts responses by grouping first, then alphabetically by description within each group.
Recommended Grouping Strategy
- By topic -- Group responses by the subject they address, such as "Billing", "Technical", "Account", or "General".
- By workflow stage -- Group responses by when they are used, such as "Initial Response", "Follow-Up", or "Closing".
- By product or department -- If your helpdesk covers multiple products, group responses accordingly so handlers can quickly locate the right set of templates.
Grouping names are created on the fly by typing a value into the Grouping field. There is no separate setup step. To add a response to an existing group, type the exact same grouping name used by other responses in that group.
Using Canned Responses When Replying to a Ticket
When you are composing a reply to a ticket from the support admin panel, an Insert button appears above the reply editor.
- Click the Insert button. A dropdown menu opens showing all available canned responses.
- Responses without a grouping appear as direct menu items. Responses with a grouping appear inside submenus labeled with the group name.
- Click the desired canned response. Its content is immediately inserted into the reply editor at the current position.
- Template variables (such as
{reference},{handlername}, etc.) are automatically replaced with the actual values from the current ticket. - Edit the inserted text as needed before sending the reply. You can add, remove, or modify any part of the content.
The Insert dropdown also provides quick links to insert KB articles, FAQ entries, and other site content, as well as an Edit link at the bottom that takes you directly to the canned responses management page.
Where the Insert Button Appears
The Insert button is available on all reply types within the ticket view, including standard replies, private/internal notes, and handler-to-handler messages. This allows handlers to use canned responses regardless of the reply context.
Tips and Best Practices
Keep descriptions clear and specific. Handlers scan the Insert dropdown quickly, so a description like "Password Reset Instructions" is far more useful than "Response 1". Aim for descriptions that immediately convey the purpose of the response.
Write responses that work as starting points, not final answers. Canned responses save time, but the best support replies feel personal. Write templates that cover the essential information and encourage handlers to add context specific to the customer's situation before sending.
Use template variables to personalize automatically. Including variables like {reference} and {handlername} makes responses feel tailored without any extra effort from the handler.
Review and update responses regularly. Products change, policies evolve, and procedures are refined. Schedule periodic reviews of your canned responses to retire outdated ones and update others to reflect current information.
Use grouping consistently. Agree on a set of grouping names with your team and use them consistently. Inconsistent naming (for example, "Billing" versus "billing" versus "Billing Issues") creates duplicate groups in the dropdown.
Start with your most common tickets. Look at your ticket history and identify the questions or issues that come up most often. Create canned responses for those first to get the biggest time savings.
Keep content concise. Long canned responses are harder to review and personalize before sending. If a topic requires a lengthy explanation, consider linking to a knowledge base article instead and keeping the canned response short.
Coordinate with your team. Since canned responses are shared across all support handlers, communicate when you add new ones or change existing ones so the entire team benefits.