Canned replies
Canned replies are also called Macros. They only add a pre-defined text to a ticket (without changing its properties such as status, tags, cc, priority).
One way you can improve your agents’ productivity is by using canned replies. Canned replies are customizable canned responses that allow you to automatically populate your replies with a single click.
If your support agents find themselves writing out the same response over and over again, it may be a sign to create a canned reply. A canned reply allows you to use the response when the same (or similar) issue comes up again.
Using canned replies
While in a ticket, can click on the lighting bolt button.
Start typing to search for a desired canned reply or folder by its title. You can also navigate through folders using your mouse or keyboard.
Select an appropriate canned reply when you've found it.
It will populate the reply text.
Submit the ticket to send the reply.
Creating canned replies
- Open the desired ticket you wish to add a canned reply to.
- Click the lighting bolt button. Scroll to the bottom and select Manage Macros.
Point to the Wrench and select Macros to manage all your macros. You can edit, delete them, place them in folders. Macros are automatically arranged in alphabetical order.
Tip: You can use placeholders in macro replies. Click Show placeholder details under the message box to see available placeholders. Alternatively, you can refer to the Helprace placeholder guide.
