Canned responses help agents reply to frequently asked questions quickly and consistently. However, formatting copied from external sources, such as font colors, font sizes, and background colors, may affect readability when agents or customers use different display themes.

For example, text formatted with a dark font color may be difficult to read in dark mode. To maintain readability across light and dark themes, use the Clear Format option to remove unnecessary formatting from canned response content.

Clear Formatting from a Canned Response

To remove formatting from an existing canned response:

1. Go to Admin > Canned Responses.

2. Search for and open the canned response that contains the formatted content.

3. In the Description editor, select the content from which you want to remove formatting.

4. If the extended formatting options are hidden, click the Expand toolbar icon on the right side of the editor toolbar.

5. Click Clear Format or press Ctrl+Shift+R.

6. Review the selected content to confirm that the applied formatting has been removed.

7. Save the canned response.

   

Troubleshooting

The Clear Format Option Does Not Remove All Formatting

Confirm that all the formatted content was selected before clicking Clear Format. Repeat the action for any remaining content that contains unwanted formatting.

The Canned Response Is Still Difficult to Read in Dark Mode

Open the canned response and check whether any text or background colors remain. Select the affected content, click Clear Format, and save the canned response again.

The Updated Canned Response Is Not Displayed

Confirm that the canned response changes were saved. Reopen the canned response or refresh the ticket or chat editor before inserting it again.

Formatting Reappears After Pasting Content

Content copied from websites, documents, or email applications may include hidden formatting. After pasting the content, select it and use Clear Format before saving the canned response.

Frequently Asked Questions

1. Why should I clear formatting from a canned response?
   Clearing unnecessary formatting helps keep canned response content readable across different themes, including light and dark modes.

2. Does Clear Format delete the canned response text?
   No. Clear Format removes formatting from the selected content without deleting the text.

3. Can I clear formatting from only part of a canned response?
   Yes. Select the required content and click Clear Format.

4. Should I clear formatting after copying content from another source?
   Yes. Copied content may include font colors, sizes, background colors, or other formatting that affects readability in BoldDesk.

5. Do I need to save the canned response after clearing its formatting?
   Yes. Save the canned response to retain the updated content.