1. To begin, click on the Admin tab.
2. Following that, click on Agent Productivity.
3. Then, click on "Canned Responses".
4. Now, click on "Create new".
5. Next up, enter the Response title.
6. Now, type a message.
7. Then, you can use these formatting options to improve it. Also, attach files if needed.
8. Click on "Available for".
9. Once that's done, click on "Create".
10. Woohoo.. Your first canned response is ready at Freshdesk.
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FAQs
What are canned responses in Freshdesk?
Canned responses are pre-written replies that agents can use to answer common customer queries quickly. They save time and ensure consistency in communication across support tickets within Freshdesk.
How do I access the canned responses section in Freshdesk?
To access canned responses, go to the Admin tab in Freshdesk, then select "Agent Productivity," and finally click on "Canned Responses." From there you can view, create, or manage your responses.
Can I format the text in canned responses?
Yes, Freshdesk allows you to format the text in canned responses using options such as bold, italics, bullet points, and links. You can also attach files to enrich your replies.
How do I create a new canned response?
To create a new canned response, click on "Create new" under the Canned Responses section, enter a title for the response, type your message, format it if needed, set availability, and then click "Create."
Can I restrict who can use a canned response?
Yes, when creating or editing a canned response, you can set availability options to make it accessible to all agents or restrict it to specific groups or roles within your Freshdesk account.
Is it possible to edit or delete existing canned responses?
Yes, Freshdesk allows you to edit or delete canned responses anytime. Simply navigate to the canned responses list, select the response you want to update or remove, and use the available options.
Do canned responses support multimedia attachments?
Yes, during the creation or editing of a canned response, you can attach files such as images, documents, or PDFs to provide additional support information in your replies.
Can canned responses be used in all types of support tickets?
Canned responses can generally be used in any ticket where a reply is needed. They are highly useful for emails, chats, and phone support tickets, streamlining repetitive communication.
How do canned responses improve agent productivity?
By using canned responses, agents save time composing repetitive messages, reduce errors, and provide faster resolutions, making support operations more efficient and consistent.
Can I organize canned responses for easier access?
Freshdesk allows you to categorize and search canned responses by titles or keywords, making it easier to organize and quickly find the right response when needed.