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How To: Create and Use Canned Responses in Desk365

In today’s business landscape where every second counts, efficiency is key. As a modern helpdesk solution, Desk365 understands the importance of streamlining communication and improving response times.

Support agents often face repetitive questions, despite the existence of a comprehensive knowledge base.

Addressing these recurrent enquiries can be time-consuming, taking away from agents’ ability to handle more pressing issues from valued customers.

That’s where Canned Responses can be useful for your support team.

Canned Responses are predefined templates that can be quickly placed in replies to customers. You can create several predefined templates that can streamline your workflow and improve efficiency.

Additionally, you can use placeholders that are dynamically populated based on ticket and account properties, such as Agent Name/Email, Ticket URL, Contact Name, Company Name, and more.

In this blog post, we’ll delve into the process of creating and implementing Canned Responses in Desk365.

With this knowledge, you’ll be better equipped to spend less time typing and more time providing valuable assistance to your customers.

1. Log in to your Desk365 account and navigate to Settings > Productivity > Canned Responses.

finding canned responses in Desk365

2. Click on the ‘Add Canned Response’ button at the top.

adding a new canned response in Desk365 helpdesk

3. Provide a title to this Canned Response to distinguish from other responses and enter the message you want to save as a Canned Response. You can also include placeholders that are populated dynamically based on the ticket and account properties.

Additionally, you even have an option to add attachments to the Canned Response of size less than 20MB.

created a new canned response in Desk365 that is available for all agents in your groups

4. Choose whether you want this template for all agents in your helpdesk, a specific group or just for you. As you see from the screenshot above, we have chosen the ‘All agents in my group(s)’ option from the available for settings, as we want to share this template with all agents in my ‘Tech Support’ group.

Now, let’s take a closer look at the different ‘Available for settings’ options that are available when creating Canned Responses.

Only me: If you select the ‘Only me’ option, the Canned Response will be visible only to you and not to the other agents in your organization.

All agents: If you choose the ‘All Agents’ option, it means that any agent in your organization can use this Canned Response while replying to the tickets.

All agents in my group(s): By selecting the ‘Group’ option, you can specify a particular group who will have access to use this Canned Response when responding to customer tickets.

You can set the visibility settings for each Canned Response that you’re going to create in your helpdesk.

5. Finally, click on the ‘Save’ button to create this ‘Canned Response’ template.

This is just one example that we covered. In Desk365, you can create countless canned responses tailored to your specific business needs.

When contacts have questions about common issues such as ‘Internet Issue’, ‘Printer Access’ or ‘Password Reset’, your agents can swiftly reply with a pre-written response, freeing up time to handle other important tasks.

Using the created Canned Response in Ticket replies

Using a canned response in Desk365 is simple and straightforward. Once canned responses are created, you can swiftly apply it to a ticket reply by clicking the ‘Canned Responses’ button in the reply text editor.

Let’s look at the steps to do this in Desk365 in detail below.

1. Navigate to the ticket where you would like to use Canned Response. You’ll notice the ‘Canned Responses’ icon to the right of the ‘Attach Files’ option.

canned response button in the ticket reply editor in Desk365

2. Click the ‘Canned Responses’ button located at the bottom of the reply text editor. This will open a menu of all your saved canned responses that are available for you, from which you can select the one you wish to include in the ticket.

canned responses menu in Desk365

3. To ensure that you select the correct response before adding it to the ticket, you can preview it by clicking on the > icon.

clicking on the > icon to preview the message of the canned response

This will display a preview of how the message will appear when it is sent to the contact.

preview the message of the canned response

4. Your agents can now use the canned response you have created by clicking the ‘Insert’ icon (the plus symbol).

click on the insert icon to add a given canned response to a ticket

5. This will insert the canned response into the reply text editor and the message will be automatically populated on the ticket. You can make any necessary changes before sending the reply, if required.

canned response auto-populates on a ticket

6. To use it as a response, click on the ‘Reply’ button to send this canned response as a reply to your end-users.

This makes it easy to provide consistent, high-quality responses to your customers in a fraction of the time it would take to type out a response from scratch.

Understanding Placeholders in Canned Responses

Placeholders is a useful feature that allows you to personalize your responses and save even more time.

With placeholders, you can insert dynamic content into your canned responses that is automatically populated based on ticket and account properties like Agent Name/Email, Ticket URL, Contact Name, Company Name etc.

As an example, you can use the ‘Assigned Agent Name’ placeholder to include the name of the agent responsible for the ticket, or the ‘Contact Name’ placeholder to add the name of the contact who created the ticket. You can also use the ‘Status’ placeholder to keep them updated on any status changes.

This not only saves time for your agents but also ensures that your responses are personalized and relevant to the specific ticket and customer.

These are the steps to insert placeholders to a Canned Response in Desk365.

1. Log in to your Desk365 account and go to Settings > Productivity > Canned Responses

2. Choose any canned response that you’ve created already. Click on the ‘Insert Placeholders’ button.


This will open a list of Placeholders that are available to be use with Canned Responses (which are manually inserted into ticket replies).

Here is the complete list of placeholders available in Desk365. Now, let us look into the different placeholders and what they represent in detail below.

{{ticket.agentUrl}} – URL of the ticket for agents in the Agent Portal

{{ticket.agentEmail}} – Email address of the assigned agent

{{ticket.agentName}} – Name of the assigned agent

{{ticket.supportUrl}} – URL of the ticket for end-users in the Support Portal

{{ticket.desc}} – Description of the ticket 

{{ticket.myEmail}} – Logged in Agent’s email address

{{ticket.myName}} – Logged in Agent’s name

{{ticket.priority}} – Priority of the ticket

{{ticket.source}} – Displays the source of the ticket (Microsoft Teams, Email, Support Portal, Web Form etc.)

{{ticket.status}} – Status of the ticket

{{ticket.subject}} – Subject of the ticket

{{ticket.number}} – The unique ticket number generated for each ticket

{{}} – Domains associated with the ticket requester’s company

{{}} – The company to which the contacts belongs

{{}} – Email address of the contact

{{}} – Name of the contact

{{}} – Name of the helpdesk

{{helpdesk.supportUrl}} – Support Portal URL of the helpdesk.

3. If you wish to include the Contact ticket URL in the support portal within the canned response, you can do so easily by selecting the {{ticket.supportUrl}} placeholder.

contact ticket URL placeholder in Desk365

You can now see that the ‘Contact Ticket URL’ placeholder has been added successfully to the canned response. Additionally, we made some minor text changes to the canned response to make it easier for contacts to visit the ticket in the Support Portal.

Click on the ‘Save’ button to save these changes.

Editing Canned Responses

You can easily edit a canned response at any time if you wish to do so. These are the steps to do so.

1. Log in to your Desk365 account and go to Settings > Productivity > Canned Responses.

2. Select the particular ‘Canned Response’ that you want to edit from the list of responses that are available for you.

editing a given canned response

3. Once you have made the desired changes, click the ‘Save’ button to save the modifications.

edting a given canned response with more text

The changes will be saved in the Canned Response.

Deleting Canned Responses

If you no longer find a particular canned response useful and want to remove it from your helpdesk, you can easily do that. These are the steps to do so:

1. Log in to your Desk365 account and navigate to Settings > Productivity > Canned Responses.

2. Select the ‘Canned Response’ that you wish to delete.

3. To remove the selected ‘Canned Response’ from your helpdesk, click on the ‘Delete’ button located at the bottom.

deleting a given canned response

The ‘Contact First Response’ canned response is now successfully deleted from your helpdesk.


In conclusion, utilizing canned response templates for customer support can greatly streamline the customer support process.

They enable agents to quickly respond to common queries, provide consistent and accurate information, and ultimately improve customer satisfaction.

With the ability to customize and personalize canned responses using placeholders and easily edit or delete them as needed, they can save time and effort for support teams while still delivering high-quality service to customers.

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