Configuring Canned Replies

The Canned Replies extension enables you to store the responses that you most commonly use when replying to customer tickets. Once stored, the canned replies are instantly accessible to agents managing tickets. They can add the reply content with a single click of a button.

Installation

For assistance on installing a premium plugin for KB Support, please view this article.

Creating Canned Replies

Once installation has completed, a new menu item “Canned Replies”, will be available under the Tickets menu.

Click this menu option to access the Canned Replies screen.

From the list of replies, create a new canned reply by clicking New Canned Reply. Give your canned reply a title that will enable you and your agents to identify if and then add the appropriate content.The

The template tags that you can use within the content are listed below the content editor.

If you add your canned reply to a category, the list of replies will be grouped into categories when viewed on the ticket reply screen.

Once you publish your canned reply, it will be available for use when replying to tickets.

Inserting Canned Replies into Tickets

Edit the appropriate ticket from the Tickets menu.

Below the reply content field within the Reply to Ticket metabox, the published canned replies will be listed. Clicking the relevant canned reply will automatically insert its content into the reply content field.

Now you can simply click Reply or Reply and Close to respond the the ticket.