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.