Predefined answers

An efficient and simple way to rationalize your workflow is to create Predefined answers for support queries that can be answered with a single, general response.

Predefined answers Video Setup

If you prefer video instructions over text, watch the video below:

Predefined answers Setup

Step 1: Navigate to Configuration>Automation>Predefined answers

Step 2: Click on Create predefined answer.

Step 3: Specify name (for finding your Predefined answers faster).

Step 4: Define Subject (will be used only when composing new ticket, it is not used when answering in existing ticket).

Step 5: Create a message (text which will be automatically added to your ticket if this Predefined answer is selected).

Step 6: Set its availability (define visibility of your canned message, visible for: me, all, specific department).

Once you create your Predefined answers you can easily add them to your ticket answers with two clicks.

To trigger a Predefined answer click the predefined answer icon and select from your saved Predefined answers.