Saved replies
This page shows you how to use saved replies (canned responses) — pre-written answers your agents drop into a ticket in one click, instead of typing the same thing over and over.
Why use them
Section titled “Why use them”Most support volume is the same handful of questions. A saved reply gives every agent a consistent, polished answer instantly — faster for them, and a better, more uniform experience for your customers.
Create a saved reply
Section titled “Create a saved reply”- Open Saved Replies (under Settings or the knowledge area).
- Click to add one.
- Give it a name (so agents can find it) and write the message.
- Save.
Use one in a ticket
Section titled “Use one in a ticket”While replying to a ticket, pick the saved reply you want and it drops into your response. You can tweak the wording before sending — a saved reply is a starting point, not a straitjacket.