SupportCandy Canned Reply

Agents can create private canned replies for their own use, while administrators can create public replies for the team. This gives support staff access to shared response templates alongside their personal ones. A Canned Reply link makes saved responses available while agents write ticket replies, so they can select a relevant answer within their existing helpdesk workflow.

Macros let replies include ticket or customer information, helping agents tailor a saved response to the conversation. A search function helps staff find a suitable reply as the library grows, and filters can be used with canned replies. The plugin suits support teams that handle recurring questions and want a reusable collection of responses within SupportCandy.

Features

• Private replies: Agents can create canned replies for personal use, giving each agent a set of saved responses for common support questions.
• Public replies: Administrators can create public canned replies that are available to the support team for shared responses.
• Ticket-aware macros: Insert ticket or customer information into canned replies with macros, so saved responses can reflect the details of each request.
• Reply link in tickets: Agents can access saved responses through a Canned Reply link while composing a reply to a support ticket.
• Search saved replies: Search the canned reply library to find a suitable response without browsing through every saved template.
• Reply filters: Use filters with canned replies to help manage and work with saved responses in the SupportCandy helpdesk.

Best for

• SupportCandy helpdesk teams
• Agents answering recurring customer questions
• Administrators managing shared support replies