Canned Responses in BoldDesk are reusable reply templates that agents can manually insert while responding to tickets. They help maintain consistent messaging, reduce response time, and improve agent productivity across the ticketing workspace.

Canned Responses are not sent automatically. Agents intentionally select and insert them while replying to tickets.

Check out this video tutorial for more details.

Use Cases

• Responding to frequently asked customer questions
• Sending standardized acknowledgements or follow-up messages
• Maintaining consistent tone across agents and teams
• Personalizing replies using ticket and contact placeholders
• Reducing First Response Time (FRT) for SLA compliance

Using a canned response in the ticket reply

Canned responses are not sent automatically; agents manually select and insert them when replying to tickets. To use an existing canned response, follow the given steps:

Steps

• Go to Tickets module and open any ticket.

• Click Reply in the ticket conversation area.

• Click the Use Canned Response icon.

• Search for a canned response by title or select one from the list.

• Click a canned response to preview its content.

• Click Insert to add it to the reply editor.

• Review or edit the content if required, then send the reply.

  
  
  

Creating and Managing Canned Responses from the Ticket View

Steps

• Open any ticket and click Reply.

• Click Use Canned Response icon.

• Click Manage.

• The Canned Responses page opens.

• Click Add Canned Response.

• Enter:

  • Title
  • Description

• Save the canned response.
  

  
  
  

Creating Canned Responses from Admin Settings

Navigation Path

Admin Settings → Canned Responses

This is an alternative and direct location for managing canned responses without opening a ticket.

Using Placeholders in Canned Responses

1. Click Insert Placeholders, the dialog box appears.

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

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

   
   
   

In the above screenshot, two placeholders are used in the content,

• {{ticket.requester.displayname}}
• {{ticket.agent.displayname}}

While using these canned responses in the ticket, the actual requester and agent names will be replaced dynamically.

Frequently Asked Questions

1. Can canned responses be sent automatically in BoldDesk?
   No. Canned responses are inserted manually by agents while replying to tickets. Automatic replies require Automation Rules, not canned responses.

2. Can non-admin users create shared canned responses?
   No. Only admins can create public canned responses. Non-admin users can only create private responses visible to themselves.

3. Are placeholders mandatory in canned responses?
   No. Placeholders are optional but recommended when personalization is required.

4. Can canned responses be restricted by ticket type or category?
   No. BoldDesk does not currently support conditional visibility of canned responses based on ticket type or category.

5. Can canned responses attach files automatically?
   No. Attachments must be added manually in the ticket reply editor after inserting the canned response.

Related Articles

1. How to Reply to Tickets and Format Responses in BoldDesk
2. How to Create and Use Ticket Templates for Quick Creation of Tickets