Introduction
Canned Responses are pre-defined text templates designed to address frequently asked questions or provide standardized replies to common scenarios in Service Desk tickets. They help agents respond quickly and consistently without needing to retype repetitive information.
Key Highlights
- Pre-Set Answers - Canned responses are pre-written replies that can be reused across tickets to save time and ensure uniform communication.
- Editable as Needed - Agents can insert a canned response into a ticket and make edits to customize it as per the specific context of the ticket.
- Organized by Category - Templates are grouped under relevant categories for different ticket types and entities, making it easier to find and manage responses.
- Organization-Wide Access - Shared canned response templates are available to all users within the organization, ensuring consistency and standardization across teams.
Create a canned response template
Navigate to **Setup > Account > Service Desk.
In the left navigation pane, navigate to the Automation section and select Canned Response.The Canned Response page is displayed.
From CANNED RESPONSE, click + ADD.
In the ADD CANNED RESPONSE page, provide the required template information.
Click Submit.
Canned responses can be used:
- While creating a new entity.
- While updating an existing entity.
Tokens
Tokens are dynamic placeholders used in Canned Response templates to automatically insert relevant information into ticket descriptions or comments. When creating or editing a Canned Response template, users can include tokens in the description field.
At runtime, when a template is applied to a ticket (for example, during ticket creation or update), these tokens are replaced with actual values.
Alert Tokens
Token | Description |
---|---|
$alert.uniqueId | Unique identifier for the alert |
$alert.subject | Brief title or summary of the alert |
$alert.description | Detailed description of the alert condition |
$alert.app | Application that generated the alert |
$alert.alertType | Alert severity level |
$alert.component | Specific component that triggered the alert |
$alert.serviceName | Service associated with the alert |
$alert.currentState | Current alert status |
$alert.repeatCount | Number of occurrences |
$alert.createdDate | When alert was first created |
$alert.alertTime | When alert condition occurred |
$alert.updatedTime | Last alert modification time |
$alert.availability | Service availability percentage |
$alert.ignoreRecoveryNoise | Recovery notification setting |
$alert.isRecoveryAlert | Whether this is a recovery alert |
Alert Context Tokens
Token | Description |
---|---|
$alertCorrelatedAlerts | Related alerts information |
$alertResourceDetails | Affected resource information |
$alert.device.ipAddress | Device IP address |
$alert.device.siteName | Device location |
Ticket Tokens
Token | Description |
---|---|
$ticket.uniqueId | Support ticket identifier |
$ticket.subject | Ticket title |
$ticket.priority.name | Ticket priority level |
$ticket.status.name | Current ticket status |
$ticket.alertList | Associated alerts |
$ticket.requester.fullName | Person who requested support |
$ticket.createdBy.fullName | Ticket creator |
$ticket.lastUpdatedBy.fullName | Last person to update ticket |
$ticket.client.name | Client organization |
System & Access Tokens
Token | Description |
---|---|
$ticket.msp.name | Managed Service Provider name |
$Resources | System resource information |
$pRequestAccessURL | Protected access URL |
$RequestAccessURL | Public access URL |