How to use canned responses in Comm100 Ticket system?

September 12th, 2018 | Comm100 Ticket

Canned responses are predetermined responses to common questions. With Comm100 Ticket, you can create your own canned replies to frequently asked questions, and easily insert them into your ticket reply. This allows your agents to achieve better efficiency and productivity in handling your customer’s ticket queries.

Step by Step Instructions

  1. Log into the Control Panel and go to the Ticket module.

  2. Go to Settings then Canned Response.

    ticket can 1
  3. Click New Canned Response.

    ticket can 2
  4. Define the Name and content of the response.

    ticket can 3
  5. Note: If you click Add Field, you can insert custom parameters like Ticket ID, Ticket Contact Email etc. You can also add a Plain Text version response for your plain text tickets.

  6. Save settings.

  7. Insert Canned Response

    1. Click the Canned Response tab to locate all the prepared responses when you are replying to a ticket.

      ticket can 4
    2. Click a certain canned response you want to use.

      ticket can 5
    3. Now the response has been added to the message editing field.

      ticket can 6
    4. Be the 1st to vote.