Easy Tech TutsHow to Use Canned Responses in Freshdesk
By Impran M N
Canned responses let agents drop in pre-written answers instead of typing the same reply over and over. This guide covers how to use them while working a ticket in Freshdesk.
01Open a ticket you're replying to
Go into the ticket where you want to send a quick, pre-written reply.
02Open the canned response menu
Look for the canned response icon or option within the reply editor.
03Select the right response
Search or browse through available canned responses to find the one that fits the situation.
04Insert and personalize
Insert the response into your reply and adjust any details specific to the customer before sending.
Frequently asked questions
How is a canned response different from a template?
Canned responses and templates serve similar purposes, though canned responses are often quicker snippets inserted directly during a reply.
Can I edit a canned response before sending?
Yes, once inserted you can freely edit the text to personalize it before sending your reply.
Who creates canned responses?
Admins typically set up the initial library, though some plans let individual agents create their own.
Can canned responses include attachments?
Depending on your Freshdesk setup, canned responses can sometimes include standard attachments alongside the text.
Watch the full walkthrough
The same steps, demonstrated on screen from start to finish.
