Creating Canned Actions from Existing Responses

Canned Actions go a long way in keeping communication with customers personal. And, they play a key role in automating a major chunk your support communications. From time to time, you might come across a gem of response from your staff and might want to add it to your canned responses arsenal.


Doing that is quite simple. In the ticket details page, there is a dedicated icon to the lower left corner of each response. Click on it to kickstart the process of converting a staff response to a canned action.

In the ensuing page, fill out the requisite details, pick out the ticket level actions that need to be performed when this canned action is executed and finally, there is the option to associate it with only the categories that you want. There you go! One more response to add to your unique, personal touch!