Canned Responses

Canned responses (also called saved replies or templates) let you save frequently used messages and insert them with a few keystrokes.

Creating Canned Responses

Navigate to Settings

Go to Settings → Canned Responses

Create a Response

1. Click New Response
2. Enter a Title (for searching)
3. Enter a Shortcut (optional)
4. Write the Content
5. Choose an optional Category and whether it is shared with the team
6. Click Create

Using Canned Responses

In the Reply Editor

1. Click the Canned template button
2. Search or browse responses
3. Click a response to insert it

Variable Substitution

Exactly these six underscore variables are supported. Their values come from the current ticket, agent, or organization:

Variable	Replaced With
{{customer_name}}	Customer's display name
{{customer_email}}	Customer's email address
{{ticket_id}}	Ticket ID
{{ticket_subject}}	Ticket subject line
{{agent_name}}	Current agent's name
{{company_name}}	Organization's name

Unsupported or malformed placeholders, including historical custom-variable rows, may remain visible and editable in Settings but cannot be inserted. Missing values also fail closed.

Managing Responses

Edit

1. Find the response in Settings
2. Click the pencil button
3. Make changes
4. Click Update

Delete

1. Click the trash button
2. Confirm deletion