Canned responses are templated responses you can develop and use to answer routine queries. 

Canned responses are designed by teams for their own use and are specific to your work type. Canned responses will allow your team to reply to queries with more consistency and a contribute to faster resolution times. 

The following steps detail how to use canned responses when responding to tickets. 

If you are looking to create new canned responses and need help, follow the Creating Canned Responses guide in the Knowledge Base. 

Clicking on the images below will increase their size. 

The steps below detail how to access the canned responses for your team.

1. Select reply to open the reply section of your ticket. 

2. Select the canned responses icon pictured below.

3. Select the folders icon.

4. Select the folder relevant to your team's work.

Now that you are in the folder relevant to your team's work, you can browse the canned responses a select the one that suits your query. 

5. Selecting the folder icon will expand your team's folder to allow you to browse the canned responses available. 

6. Clicking on the arrow will expand the response so you can view the text included. 

7. Clicking the + icon will insert the canned response into the body of your reply. Once the canned response is sitting in your reply, you can edit it or make additions as needed.