Canned messages (Macros)

Canned messages enable you to quickly answer common demands with a standard reply. They allow you to speed up your response by using a predefined sequence of text.

Canned message OverviewCanned message Overview

Once you define your Canned messages you can easily add them to your ticket answers with two clicks.


Pro tipWhile Canned messages can speed up your work, don’t forget not to sound like a robot.

To trigger a Canned message simply hit CTRL+Space while typing or click the canned message icon and select from your saved Canned messages.

Adding Canned messageAdding Canned message

Example 1I understand the problem and will be happy to help you. Let’s see what I can do.

Example 2I am really sorry to hear that. Is there anything I can do to help you?

Example 3Would you mind holding on for a few minutes while I am checking this with our administrator?

When creating a Canned message you can:

  • Specify keywords (to find your Canned message faster)
  • Create a message (text which will be automatically added to your ticket if this Canned message is selected)
  • Set its availability (define visibility of your Canned message, visible for: me, all, specific Department)

Adding Canned message

How are Canned messages different from Predefined answers?

  • Canned messages can only store a short sequence of text
  • When creating a Predefined answer you can define the subject of an email

Knowledgebase resources

Learn how to setup Canned messages

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