Canned replies

Canned replies are saved answers to the questions you get every week. You insert one into a reply in a click and adjust it before sending. They're in Settings → Canned replies, under Workspace.

Which cases they're offered on

A canned reply belongs to a unit. It's offered on cases in that unit and every unit below it.

[!TIP] Put general answers high up, for example on the organization, and answers for one team on that team's unit.

The page lists the canned replies in the units you have access to. Canned replies on the units above yours, set up by someone working there, are listed too, marked From and the unit's name and read-only: they're offered on your cases, but only people who work in that unit can change them.

Creating one

1. Click New canned reply (or Create one when there are none yet).
2. Give it a Title, up to 100 characters. It's what you pick from in the reply box, so make it easy to scan.
3. Under Available in, pick the unit. The list has the units you have access to.
4. Write the Text in Markdown, as in a reply. Leave out the signature: it's added when you send.
5. Click Create.

[!NOTE] The text is inserted as it is; there are no placeholders for names or references.

Changing and deleting

Click a canned reply to open it, change it and click Save. Delete is at the bottom left of the same dialog. Any agent with access to the unit can change or delete a canned reply on it, not only the person who created it.

The Filter box finds canned replies by title or text.

Using them

1. In the reply box on a case, with Reply selected, click the speech-bubble button next to the paperclip. The list shows the canned replies for the case's unit, each with the unit it belongs to.
2. Pick one. Its text is added to the reply, after anything you've already written.
3. Change it as needed and send.

See replies and notes.