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

1. Navigate to **Setup > Account > Service Desk.

2. In the left navigation pane, navigate to the Automation section and select Canned Response.
   The Canned Response page is displayed.

   

3. From CANNED RESPONSE, click + ADD.

4. In the ADD CANNED RESPONSE page, provide the required template information.

   

5. 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

Alert Context Tokens

Ticket Tokens

System & Access Tokens

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