> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ticketcord.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Canned Responses

> Create reusable response templates for common questions

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

## 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

## Plan Limits

| Plan       | Canned Responses |
| ---------- | ---------------- |
| Free       | 0                |
| Basic      | 25               |
| Pro        | 25               |
| Enterprise | Unlimited        |

## Creating Canned Responses

<Steps>
  <Step title="Navigate to Settings">
    Dashboard → Configuration → Canned Responses
  </Step>

  <Step title="Click Create">
    Select **Create New Response**
  </Step>

  <Step title="Enter Details">
    Add name, shortcut, and content
  </Step>

  <Step title="Save Response">
    Template is now available
  </Step>
</Steps>

### Response Fields

| Field        | Description                               |
| ------------ | ----------------------------------------- |
| **Name**     | Descriptive title (e.g., "Refund Policy") |
| **Shortcut** | Quick code (e.g., `refund`)               |
| **Category** | Group related responses                   |
| **Content**  | The actual response text                  |

## Using Variables

Make responses dynamic with variables:

### Available Variables

| Variable           | Replaced With         |
| ------------------ | --------------------- |
| `{{user}}`         | Ticket creator's name |
| `{{user_mention}}` | @mention of creator   |
| `{{staff}}`        | Your (staff) name     |
| `{{ticket_id}}`    | Ticket number         |
| `{{category}}`     | Ticket category name  |
| `{{server}}`       | Discord server name   |
| `{{date}}`         | Current date          |
| `{{time}}`         | Current time          |

### Example with Variables

**Template:**

```
Hi {{user}}! 

Thank you for contacting {{server}} support. 
I'm {{staff}} and I'll be helping you with ticket #{{ticket_id}} today.

How can I assist you?
```

**Rendered:**

```
Hi John! 

Thank you for contacting Awesome Server support. 
I'm Sarah and I'll be helping you with ticket #1234 today.

How can I assist you?
```

## Organizing Responses

### Categories

Group responses by type:

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

### Searching

Find responses quickly:

* Search by name
* Search by shortcut
* Filter by category

## Using in Tickets

### Via Command

Use the `/quickreply` command:

```
/quickreply <shortcut>
```

Example:

```
/quickreply refund
```

### Via Shortcut

Type the shortcut preceded by a trigger:

```
!refund
```

Or configure your preferred trigger character.

### 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

## Writing Effective Responses

### Best Practices

<Tip>
  **Be Personal**
  Use variables to personalize. Avoid sounding robotic.
</Tip>

<Tip>
  **Be Complete**
  Include all relevant information. Avoid back-and-forth.
</Tip>

<Tip>
  **Be Clear**
  Use simple language. Avoid jargon.
</Tip>

<Tip>
  **Include Next Steps**
  Tell user what happens next or what they need to do.
</Tip>

### Example Templates

**Greeting:**

```
Hi {{user}}! 

Thanks for reaching out. I'm reviewing your question 
and will have an answer for you shortly.
```

**Refund Policy:**

```
Hi {{user}},

I understand you're inquiring about a refund. Here's our policy:

• Refunds available within 30 days of purchase
• Original payment method will be credited
• Processing takes 5-7 business days

Would you like me to process a refund for you?
```

**Closing - Resolved:**

```
Great, I'm glad we could help! I'll close this ticket now.

If you have any other questions, feel free to open a new ticket.

Have a great day, {{user}}!
```

## Managing Responses

### Editing

1. Click on the response to edit
2. Make changes
3. Save

Changes apply immediately to future uses.

### Duplicating

Create a copy to make variations:

1. Click response menu (⋮)
2. Select **Duplicate**
3. Edit the copy
4. Save with new name

### Deleting

1. Click response menu (⋮)
2. Select **Delete**
3. Confirm deletion

<Warning>
  Deleted responses cannot be recovered.
</Warning>

## Sharing Responses

### Per-Server

By default, canned responses are per-server:

* Each server has its own set
* Staff sees responses for current server

### 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

## Analytics

Track response usage:

| Metric         | Description                |
| -------------- | -------------------------- |
| **Times Used** | How often response is used |
| **Last Used**  | When it was last used      |
| **Popular**    | Most frequently used       |

Use this to:

* Identify most common questions
* Update outdated responses
* Create new responses for gaps

## Troubleshooting

<AccordionGroup>
  <Accordion title="Response not showing">
    Check that you haven't reached your plan's limit.
  </Accordion>

  <Accordion title="Variables not replacing">
    Ensure variables use correct format: `{{variable}}`
  </Accordion>

  <Accordion title="Can't find response">
    Try searching by name or check the category filter.
  </Accordion>
</AccordionGroup>

<Card title="Need Help?" icon="headset" href="https://ticketcord.net/discord">
  Questions about canned responses? Join our Discord
</Card>