Within Teamwork Desk, you can create
canned
responses to save different
information you may use frequently in
notes and ticket replies.
Permissions
By default, only
administrators on your site
can save and
manage canned
responses. Inbox administrators can always manage canned responses for inboxes where they are an admin.
To allow agents to manage
canned
responses,
you will need to update
your site settings. Go to
the Site
Settings subsection
of the General tab. Under
Agent permissions, select the
checkbox to allow agents
manage canned responses.
Note: This
permission will apply to all
agents across all of your
inboxes.
Viewing and
managing canned
responses
Click your
profile icon to the top right
of
the
navigation bar and select Settings.
In the Settings area, go to the Inboxes tab and select the
relevant inbox. You can then click
the Canned
Responses tab from
the
inbox's left navigation
pane.
A list of current canned
responses
will be displayed along with a
quick
search
function. For each canned
response,
you will see the name, reply
preview,
whether it is shared with other
inboxes, as well as who created
and
last updated it.
Hovering over the agent name in the
updated by or created by columns will show
you
the corresponding date of when it
occurred.
You will have additional options to
the right to edit or delete the canned
response.
You can also edit existing canned responses when previewing them via the individual ticket view. Clicking the information icon will open a quick view on the right with the canned response's current properties.
You can edit individual properties of the canned response directly in the quick view or click Open canned response settings to go to the full settings view.
Creating canned
responses
Click the Add Canned
Response button in the
top right
to create a new one.
You can set a name and reply text
(using the WYSIWYG editor) as well as choose
whether to share the canned
response across all inboxes.
In the editor, you can also
tag agents using the mention
feature so that when you apply
the
canned response to a note on a ticket, the agent will
be
mentioned and notified.
Note: Agent
mentions in canned responses
will not be applied when you
insert the canned response in
a ticket reply.
Saving existing
replies as canned
responses
You can also save a
ticket reply or note you
are currently working on
as a new canned response
for future use.
Once you have
written
your reply, click the
speech
bubble icon and select Save
reply as
canned
response at
the bottom of the
dropdown.
