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Save time with pre-written responses that can be quickly inserted into tickets.

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What Are Canned Responses?

Canned responses are pre-written templates that staff can quickly use when responding to tickets. They help:
  • Save Time: No need to type the same thing repeatedly
  • Ensure Consistency: Same quality answers every time
  • Reduce Errors: Pre-approved responses are accurate
  • Train New Staff: Templates show best practices

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Plan Limits

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Creating Canned Responses

1

Navigate to Settings

Dashboard → Configuration → Canned Responses
2

Click Create

Select Create New Response
3

Enter Details

Add name, shortcut, and content
4

Save Response

Template is now available

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Response Fields

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Using Variables

Make responses dynamic with variables:

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Available Variables

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Example with Variables

Template:
Rendered:

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Organizing Responses

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Categories

Group responses by type:
  • Greetings: Welcome messages
  • Billing: Payment-related responses
  • Technical: Common tech support answers
  • Policies: Rules and guidelines
  • Closures: Closing messages

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Searching

Find responses quickly:
  • Search by name
  • Search by shortcut
  • Filter by category

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Using in Tickets

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Via Command

Use the /quickreply command:
Example:

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Via Shortcut

Type the shortcut preceded by a trigger:
Or configure your preferred trigger character.

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Via Dashboard

When replying in dashboard:
  1. Click Insert Template or use shortcut
  2. Search or browse responses
  3. Click to insert
  4. Edit if needed before sending

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Writing Effective Responses

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Best Practices

Be Personal Use variables to personalize. Avoid sounding robotic.
Be Complete Include all relevant information. Avoid back-and-forth.
Be Clear Use simple language. Avoid jargon.
Include Next Steps Tell user what happens next or what they need to do.

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Example Templates

Greeting:
Refund Policy:
Closing - Resolved:

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Managing Responses

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Editing

  1. Click on the response to edit
  2. Make changes
  3. Save
Changes apply immediately to future uses.

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Duplicating

Create a copy to make variations:
  1. Click response menu (⋮)
  2. Select Duplicate
  3. Edit the copy
  4. Save with new name

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Deleting

  1. Click response menu (⋮)
  2. Select Delete
  3. Confirm deletion
Deleted responses cannot be recovered.

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Sharing Responses

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Per-Server

By default, canned responses are per-server:
  • Each server has its own set
  • Staff sees responses for current server

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Copying Between Servers

To use the same responses across servers:
  1. Export from source server
  2. Import to target server
  3. Adjust server-specific content

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Analytics

Track response usage: Use this to:
  • Identify most common questions
  • Update outdated responses
  • Create new responses for gaps

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Troubleshooting

Check that you haven’t reached your plan’s limit.
Ensure variables use correct format: {{variable}}
Try searching by name or check the category filter.

Need Help?

Questions about canned responses? Join our Discord