How to Create and Manage Canned Responses in BoldDesk

Canned responses in BoldDesk are pre-written templates that help agents quickly respond to frequently asked questions in support tickets. This article explains how to create, edit, organize, and manage canned responses effectively. It also covers access scope settings, troubleshooting tips, and FAQs.

Please watch this video tutorial for further information.

Key Features of Canned Responses

• Pre-written templates for quick replies.
• Supports dynamic placeholders for personalization.
• Access Scope options:
  • Public: Visible to all agents.
  • Private: Visible only to the creator.

Creating a canned response

To create a canned response, follow the steps below:

1. Navigate through the Agent Portal > Admin Module > Canned Responses.

2. Click the Add Canned Response option to create a new canned response.

3. Enter the required Title and Description for the canned response. Select the Access Scope and Category from the dropdown menu and then click the Add button to add a new canned response.

   
   
   

Using placeholders in description

1. Navigate through the Agent Portal > Admin Module > Canned Responses.

2. Click the Add Canned Response option.

3. Click Insert Placeholders for a dialog box to appear.

4. Place the mouse cursor in the description where you want to insert.

5. Select and click the required placeholders to insert at the appropriate position in the description.

   
   
   

Editing canned response

To edit a canned response, follow the steps below:

1. Navigate through Agent Portal > Admin Module.

2. Click the Edit icon to edit the required canned response.

3. Edit the required details and click the Update button.

   
   
   

Changing the owner of a canned response

To change the owner of a canned response, follow the steps below:

1. Navigate through Agent Portal > Admin Module.

2. Click the Navigator icon.

3. Click the Change Owner option for a dialog box for changing the owner to be displayed.

4. Select the required agent and click Update to change the owner.

   
   
   

Deleting a canned response

To delete a canned response, follow the steps below:

1. Navigate through Agent Portal > Admin Module.

2. Click the Navigator icon.

3. Click on the Delete option for a dialog box to be displayed.

4. Click on the Yes, Delete button to delete the canned response.

   
   
   

Adding a new category for canned responses

To add a new category for canned responses, follow the steps below:

1. Navigate through Agent Portal > Admin Module.

2. Click the Add Category icon to add a new category.

3. Enter a name for the category and click the Add button to create a new category.

   
   
   

Editing a category

To edit a category, follow the steps below:

1. Navigate through Agent Portal > Admin Module

2. Click the Edit Category icon to edit the category name.

3. Enter the required name for the category and click the Update button to change the category name.

   
   
   

Deleting a category

To delete a category, follow the steps below:

1. Navigate through Agent Portal > Admin Module.

2. Click the Delete Category icon to edit the category name for a dialog box to be displayed.

3. Click on the Yes, Delete button to delete a category.

   
   
   

Searching for a canned response

You can search for the canned response using the listed options below:

1. Enter the search text in the search box and press the enter key.

2. Search for a canned response under a particular category by changing the category through the dropdown menu.

   
   
   

Troubleshooting Tips

• Issue: Cannot create canned responses.
• Solution: Ensure you have Manage Canned Response permission enabled.
• Issue: Placeholders not working.
• Solution: Verify placeholder syntax and ensure dynamic fields exist in the ticket.

FAQs

Q1: Can I share a canned response with specific agents only?
No. Canned responses can only be Public (visible to all agents) or Private (visible only to the creator).

Q2: Can placeholders be used in the title of a canned response?
No. Placeholders are supported only in the description field.

Q3: What happens if I delete a category?
All canned responses under that category will be permanently deleted.

Q4: Can I bulk import canned responses?
Currently, BoldDesk does not support bulk import for canned responses.

Q5: Are canned responses available in all ticket views?
Yes, they can be used in any ticket where the agent has access.

Q6: Can admins edit private canned responses created by other agents?
Yes, admins can edit or delete any canned response.