Canned responses

Canned responses

A canned response is a pre-written reply you can drop into the ticket reply box. They support placeholder variables so they don’t read as boilerplate.

When to make one

Make a canned response the third time you find yourself typing roughly the same reply. Not before (you’ll waste effort), not later (you’ve already wasted plenty).

Cues:

• You’ve copy-pasted from another ticket
• You’ve kept a notepad with template phrases
• A colleague asks you for “that thing you sent last week”

Variables

Inside the body, use double-brace tokens:

Token	Inserted at use
{{requester.first_name}}	First name of the person who raised the ticket
{{requester.full_name}}	Full name
{{ticket.id}}	Ticket number e.g. IT-2104
{{ticket.subject}}	Ticket subject
{{agent.first_name}}	The agent inserting the response (you)
{{workspace.name}}	Trust / school name
{{today.date}}	Today’s date in long form

Example body:

Hi {{requester.first_name}},

I've had a look at {{ticket.id}} and I think the issue is the printer
driver on your laptop. Could you try restarting it and let me know if
the problem persists?

Thanks,
{{agent.first_name}}

Inserting

In the reply box, type / followed by the start of the response name. A picker appears below; arrow-keys + enter to select.

You can edit after insertion — they’re starting points, not gospel.

Sharing

By default, a canned response you create is personal (only visible to you). Tick Shared with team in the editor to publish to all dept agents.

The dept’s most-used responses should be shared; private ones are for things like “can you give me an example?” that have your name written into them.

Pruning

Twice a year, look at the last used column on the canned-responses index. Anything not used in 12 months should probably be deleted — it’s clutter in the picker.