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Agents can save their reply and can be accessed in just few clicks in the future while replying the tickets.
The canned reply add-on allows your agents to save frequently needed responses and reuse them in the future in a few clicks. It saves a lot of time for your agents, and they do not need to remember everything every time.
How does it work?
- Agents can save as many replies as they wish.
- You can use macros inside the canned reply.
- When you need the canned reply, click the “Canned Reply” link, search and click the canned response.
Public canned reply
When the agent saves the canned reply, it is considered private and can be accessed only by himself. At the same time, administrators can create public canned responses accessible to all the agents.