Canned responses are the pre-formatted responses used to avoid spending time on commonly asked questions. The technicians can spend hours replying to customers' requests, often times writing out the same response for different customers with the same issue. You can save time and improve support team work by adding Canned Responses to the tickets and messages in Splynx.
In order to create canned responses, you need to identify the requests faced frequently by the support or sales teams. It gives you clarity about the issues and you can develop the best canned messages.
Through the following tutorial, we will learn how to use Canned responses and get to know its features.
Config → Helpdesk → Canned responses:
On this page the two sections are available:
Using groups can help you sort responses by topics for faster and easier locating.
Global group is used but it's not visible in the table. You can create the additional group (-s), just click on Add button at the top-right corner of the table and specify the group name e.g. Support, Sales, Marketing, Returns and Refunds etc.
To add the new canned response (-s), click on the
Add button at the top-right corner of the table. In a new opened window the following fields are present:
Globalgroup is used, it allows the administrator to access to all tickets on the system. The additional groups can be created in Canned groups section above;
Sales. For example, a canned response for Request for features can be made visible just to your
Financegroup, as other teams will have no use for it.
Config → Helpdesk → Miscellaneous ticket configuration. To know more about how to manage the ticket groups agents, you can refer the article
Messages. By default
Ticketsvalue is used;
Click Add to save your canned response. If you'd like to edit a previously-saved response, just click on (Edit) icon.
The canned responses which are created in relation to a specific group can be viewed and used in tickets/messages by any technician with the appropriate permissions;
The canned responses can be created by a specific admin for personal use only, the replies can be divided into groups as well. Such responses are unique to each user and cannot be used by other administrators in Splynx (except the super administrator). For more information, see My profile.
Now your agents can choose the canned response you created in a ticket or message by clicking on (Canned Response) icon. When clicked, it will display the list of available canned responses. Click on the response you'd like to add to your reply, it will load and insert the pre-formatted message, along with dynamic content ready to be sent to the customer.