How to create and manage canned responses
Last updated October 9, 2026
Overview
Canned responses (also called response templates, saved replies or snippets) are saved replies that your team can insert into any customer conversation instead of typing the same answer again. Admins build and organize the library in "App Configuration > Ticket Management > Canned Responses" , using color-coded groups, tags and dynamic variables. Agents can then insert any saved reply from the reply composer, and can also turn a good reply from a conversation into a new canned response in one click.
Canned responses keep answers consistent across the team, reduce handling time for repetitive questions, and make the right reply easy to find through groups, tags and search.
The library is global: an Admin sets it up once for the workspace, and every agent sees the same responses. When a response is edited, every agent gets the updated version.
Key Features
- Color-coded groups: Organize responses into groups (for example, Billing or Bugs), each with its own color, so agents can scan the list quickly.
- Dynamic variables: Insert variables such as "agent.first_name" that are filled in automatically from the conversation when the response is used.
- Tags: Attach tags to a response for additional organization and filtering.
- Create from settings or from a conversation: Build responses in "App Configuration" , or save an existing message as a canned response directly from a ticket.
- Two ways to insert: Type the "#" key in the composer or click the canned responses button in the composer toolbar.
- Archive and restore: Archive responses you do not need right now without losing them, and unarchive them later.
- Usage tracking: The responses list shows "Name", "Group", "Created By", "Created On", "Last Used" and "# Used" for each response.
How to create and manage canned responses
The setup below is done by an Admin. Groups are optional but recommended, so create your groups before adding responses. If you want to tag responses, the tags must already exist in your workspace.
How to create a canned response group
- Go to "App Configuration > Ticket Management > Canned Responses" .
- Click the "Groups" tab.
- Click "Add group".
- Enter a group name in the "Edit group name" field. Use short, descriptive names so agents know what is inside a group without opening it.
- Click the "Pick Color" field and drag the hue slider to choose a color for the group.
- Click "Create group".
How to create a canned response (Admin setup)
- Go to "App Configuration > Ticket Management > Canned Responses" .
- On the "Responses" tab, click "Add response".
- Configure the fields:
- "Name": Enter a descriptive name (for example, "After Hours Auto Reply"). Agents search by name, so match how they would describe the question.
- Group: Open the "Select the canned response group" dropdown and choose a group (optional).
- "Response": Write the message the customer will receive. Write it once, with the tone, structure and next steps you want everyone to use.
- Variables (optional): Click the "Insert variable" icon in the response editor toolbar and select a variable from the "Variables menu", for example "agent.first_name". The variables menu includes customer, ticket and agent details, filled in automatically from the conversation.
- "Tags" (optional): Open the "Tags" dropdown and select one or more tags.
- Click "Create canned response".
The new response appears in the list and is immediately available to the whole team.
How to use canned responses in replies
This section is for agents working tickets in the Inbox. No configuration is needed.
How to insert a canned response
- Open a ticket from the "Inbox".
- Click into the "Reply" field.
- Insert a response using either method:
- Type the "#" key and select the response from the canned responses menu.
- Click the canned responses button in the composer toolbar to browse the full library.
- Each option shows a preview of the text. Click the response you want to insert it.
- Review the reply and send it.
You can insert more than one canned response into the same reply.
How to create a canned response from a conversation
- Open a ticket from the "Inbox".
- Hover over the agent reply you want to reuse and click the "Show More" icon (vertical ellipsis) next to it.
- Select "Create canned response".
- Enter a "Name" (for example, "Change password").
- Open the group dropdown and select a group (for example, "Other"). You can move it to a more specific group later.
- Click "Create canned response".
The response is saved to the library and can be inserted right away.
How to archive or unarchive a canned response
- Go to "App Configuration > Ticket Management > Canned Responses" .
- Locate the response, click the options icon and select "Archive". Click "OK" to confirm.
- To restore it, turn on "Show archived", click the options icon on the archived response and select "Unarchive". Click "OK" to confirm.
How to delete a canned response
- Go to "App Configuration > Ticket Management > Canned Responses" .
- Locate the response, click the options icon and select "Delete".
- Click "OK" to confirm.
FAQs & Troubleshooting
I can't find a canned response in the composer. Why?
Check whether the response was archived. Archived responses are hidden from everyday use. Ask an Admin to turn on "Show archived" in "App Configuration > Ticket Management > Canned Responses" and unarchive it.
How do I insert a canned response quickly?
Type the "#" key in the reply field, or click the canned responses button in the composer toolbar.
Can I turn a reply I already sent into a canned response?
Yes. In the ticket, hover over the sent agent reply, click the vertical ellipsis next to it and select "Create canned response".
What is the difference between archiving and deleting?
Archiving hides a response and lets you restore it later with "Unarchive". Deleting removes it permanently.
Can I restore a deleted canned response?
No. Deleted canned responses cannot be restored.
Is a group required?
No. Responses without a group show "No group" in the list. Groups are recommended to keep the library easy to search.