Reply Faster with Pre‑Saved, Professional Response Templates

🟩 1. What Are Canned Responses?

Canned Responses are pre‑written reply templates that agents can insert into ticket replies with one click.

They help you:

• Reply faster

• Maintain consistent communication

• Reduce typing effort

• Improve customer experience

• Standardize responses across teams

Canned Responses = Instant, accurate, repeatable replies.

🟩 2. Why Canned Responses Are Important

• Save time on repetitive replies

• Reduce errors and spelling mistakes

• Ensure consistent tone and messaging

• Perfect for high‑volume support teams

• Improve agent productivity

• Maintain brand voice across departments

🟩 3. Where Canned Responses Can Be Used

You can use canned responses in:

• Ticket replies

• Ticket comments

• Chat responses (SalesIQ)

• Social media replies

• Help Center responses

🟩 4. How to Create a Canned Response (Step‑by‑Step)

Step 1: Go to Setup

Click the gear icon.

Step 2: Select Canned Responses

Under Customization or Automation (depending on Desk version).

Step 3: Click + New Canned Response

Enter:

• Title

• Category (optional)

• Response content

Step 4: Add placeholders (optional)

Examples:

• ${contact.name}

• ${ticket.id}

• ${agent.name}

Step 5: Choose visibility

• Only me

• All agents

• Specific departments

Step 6: Save

Your canned response is now ready to use.

🟩 5. How to Use a Canned Response in a Ticket

Step 1: Open the ticket

Step 2: Click Insert Canned Response (lightning icon)

Step 3: Choose a response

Step 4: Edit if needed

Step 5: Send reply

The response is inserted instantly.

🟩 6. Organizing Canned Responses

Use Categories

Examples:

• Warranty

• Service

• E‑commerce

• Billing

• Installation

• Follow‑up

• Greetings & Closings

Use Clear Titles

Examples:

• “Warranty – Acknowledgement”

• “Order Issue – Pickup Scheduled”

• “Service Visit – Technician Assigned”

🟩 7. Examples for Kanchan Electronics

1. Warranty Acknowledgement

“Thank you for contacting us. Your warranty request has been received. Our team will verify your details and update you shortly.”

2. Service Visit Confirmation

“Our technician has been assigned and will contact you to schedule the visit.”

3. Order Issue – Pickup Scheduled

“We have arranged a pickup for your product. The courier will contact you within 24 hours.”

4. Refund Processing

“Your refund request has been initiated. It may take 5–7 business days to reflect in your account.”

5. Installation Request

“Thank you for your installation request. Our team will schedule a technician visit soon.”

🟩 8. Best Practices

• Keep responses short and clear

• Use placeholders for personalization

• Update canned responses regularly

• Avoid over‑automation — personalize when needed

• Create department‑specific categories

• Review responses every 3 months

• Maintain consistent tone and brand language

🟩 FAQs

Q1. Can agents edit a canned response before sending? Yes, agents can modify the text after inserting it.

Q2. Can canned responses be department‑specific? Yes, you can restrict visibility to selected departments.

Q3. Can I use canned responses in SalesIQ chat? Yes, they work in chat as well.