Within Teamwork Desk, you can use canned responses to quickly insert frequently used information to ticket replies and notes.

You can apply existing canned responses via the ticket editor when replying to a ticket or adding a note.

Click the speech bubble icon in the editor menu and select the relevant canned response from the dropdown.  

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Previewing canned responses

Canned responses can also be previewed and edited via the editor by clicking the information icon to the right of the canned response.

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A quick view will open 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.

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Using canned responses in notes

The same set of canned responses will be available to you in each tab of the ticket editor (Reply, Note, Forward).

If an agent has been mentioned in a canned response you are adding to a note, that mention will be applied to the note and the agent will be notified once the note is saved.

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Saving existing replies as canned responses

You can also save a ticket reply or note as a canned response. Once you have written your reply, click the speech bubble icon and select Save reply as canned response.

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For notes, if the text you are saving as a canned response includes agent mentions, these will be stored as mentions in the canned response so that they become active when you apply it in the future.

For more information, see: Creating and Editing Canned Responses