Canned Messages are predefined responses created by Admins or Agents to quickly respond to recurring queries without typing the same response repeatedly.
These are especially useful for:
- IT password reset instructions
- Payroll cycle reminders
- Leave policy clarification
- General HR queries
Steps to Create a Canned Message
- Navigate to: Helpdesk -> Canned Message
- Click on Add
- Fill in the details:
| Field | Description |
|---|---|
| Title | A short title for internal reference (e.g., "Password Reset Steps") |
| Category | Select the category this canned message belongs to (e.g., IT Support) |
| Message Content | The complete predefined response (e.g., "Hi, please reset your password by clicking on 'Forgot Password' at the login screen...") |
- Click: Save
How Agents Use Canned Messages
- While responding to a ticket, agents can choose a Canned Message from a dropdown or tag it using hashtags like #passwordhelp
- The message auto-fills in the reply box, which can be sent as-is or modified slightly before submission
Benefits of Using Canned Messages
- Increases response speed and consistency
- Reduces typing errors and manual effort
- Helps new agents respond effectively with approved messaging
- Enhances employee experience with clear and uniform responses