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.
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.
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.
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.
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.
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