Overview

Canned responses are reusable ticket replies you write once and reuse across every conversation. Instead of retyping the same acknowledgement, troubleshooting step, or closing note, a tech types /respond in the ticket note editor and inserts a ready-made reply that personalizes itself to the current ticket.

Two kinds of responses live side by side:

• Personal responses — visible and editable only to you.
• Shared responses — visible to everyone in your workspace. Their creator can update them, and template admins can update shared responses created by anyone.

Managing Responses

Manage your library under Settings → Templates → Canned Responses.

• Create a response: Click New Response, give it a title, a shortcut (the keyword you'll type after /respond), and a body. Toggle Share with team to make it available to everyone.
• Edit a response: Click the pencil icon on any response you can edit.
• Tag a response: Template admins can add tags after saving to group responses (e.g. "billing", "onboarding"). Tags reuse your workspace's shared tag list.
• Delete a response: Click the trash icon. You can remove your own responses; template admins can remove shared responses.

Variables

Responses are authored as plain text — your line breaks and blank lines are preserved when the response is inserted. Wrap a variable name in double braces to have it filled in automatically when the response is inserted into a ticket:

• {{ticket_number}} — the ticket's number
• {{ticket_title}} — the ticket's title
• {{status}} — current status
• {{priority}} — current priority
• {{customer_name}} — the company on the ticket
• {{contact_name}} — the requesting contact
• {{contact_first_name}} — the requesting contact's first name
• {{assigned_technician_name}} — the technician assigned to the ticket
• {{assigned_technician_first_name}} — the assigned technician's first name
• {{ticket_url}} — a direct link to the ticket

These resolve to the ticket's assigned technician, not whoever is inserting the response. (The older {{technician_name}} / {{technician_first_name}} tokens still work in existing responses, but new responses should use the assigned_* names.)

Any variable with no value for the current ticket resolves to an empty string. Ticket variables also resolve from the meeting request dialog when it is opened from a ticket.

Example:

Hi {{contact_first_name}},

Thanks for reaching out about ticket {{ticket_number}}. A technician is reviewing it now and will follow up shortly.

Inserting a Response

In any ticket note editor, type /respond to open the slash menu, then pick a response by its title or shortcut. The body is inserted at your cursor with variables already resolved against the ticket.

Meeting requests use the Canned response picker next to the message field. It inserts the response as plain text and resolves variables against the same ticket context.

Shared responses appear ahead of personal ones, so your team's standard replies are always one keystroke away.

Permissions

Canned responses reuse the existing Knowledge Base permission set:

• kb:read — view responses
• kb:create — create new responses
• kb:update — edit your own responses
• kb:manage_templates — manage shared responses created by anyone, including canned response tags

Personal responses are always private to their creator regardless of role. Shared responses are visible to the team, but only their creator or template admins can change them. You can always delete responses you created.

Overview

Canned responses are reusable ticket replies you write once and reuse across every conversation. Instead of retyping the same acknowledgement, troubleshooting step, or closing note, a tech types /respond in the ticket note editor and inserts a ready-made reply that personalizes itself to the current ticket.

Two kinds of responses live side by side:

• Personal responses — visible and editable only to you.
• Shared responses — visible to everyone in your workspace. Their creator can update them, and template admins can update shared responses created by anyone.

Managing Responses

Manage your library under Settings → Templates → Canned Responses.

• Create a response: Click New Response, give it a title, a shortcut (the keyword you'll type after /respond), and a body. Toggle Share with team to make it available to everyone.
• Edit a response: Click the pencil icon on any response you can edit.
• Tag a response: Template admins can add tags after saving to group responses (e.g. "billing", "onboarding"). Tags reuse your workspace's shared tag list.
• Delete a response: Click the trash icon. You can remove your own responses; template admins can remove shared responses.

Variables

Responses are authored as plain text — your line breaks and blank lines are preserved when the response is inserted. Wrap a variable name in double braces to have it filled in automatically when the response is inserted into a ticket:

• {{ticket_number}} — the ticket's number
• {{ticket_title}} — the ticket's title
• {{status}} — current status
• {{priority}} — current priority
• {{customer_name}} — the company on the ticket
• {{contact_name}} — the requesting contact
• {{contact_first_name}} — the requesting contact's first name
• {{assigned_technician_name}} — the technician assigned to the ticket
• {{assigned_technician_first_name}} — the assigned technician's first name
• {{ticket_url}} — a direct link to the ticket

These resolve to the ticket's assigned technician, not whoever is inserting the response. (The older {{technician_name}} / {{technician_first_name}} tokens still work in existing responses, but new responses should use the assigned_* names.)

Any variable with no value for the current ticket resolves to an empty string. Ticket variables also resolve from the meeting request dialog when it is opened from a ticket.

Example:

Hi {{contact_first_name}},

Thanks for reaching out about ticket {{ticket_number}}. A technician is reviewing it now and will follow up shortly.

Inserting a Response

In any ticket note editor, type /respond to open the slash menu, then pick a response by its title or shortcut. The body is inserted at your cursor with variables already resolved against the ticket.

Meeting requests use the Canned response picker next to the message field. It inserts the response as plain text and resolves variables against the same ticket context.

Shared responses appear ahead of personal ones, so your team's standard replies are always one keystroke away.

Permissions

Canned responses reuse the existing Knowledge Base permission set:

• kb:read — view responses
• kb:create — create new responses
• kb:update — edit your own responses
• kb:manage_templates — manage shared responses created by anyone, including canned response tags

Personal responses are always private to their creator regardless of role. Shared responses are visible to the team, but only their creator or template admins can change them. You can always delete responses you created.