Manage canned responses

With the Assign Requests to Others or Can Be Assigned Requests permission, you can add, edit, and delete canned responses (preset messages for frequently-used situations). You can add canned responses to notes.

To add a canned response:

1. Select Requests > Canned Responses. The Canned Responses page appears.

   

2. Click + Add Response. The Manage Canned Response page appears.

   

3. Do the following:
   1. Enter a Name.
   2. Enter the desired Response.

      Note: Responses are limited to 2,000 characters.

4. Click Save.

To add a canned response from a request:

1. Find a request, and go to its details page.
2. In the Notes section, type a note.

   Note: The Canned Response will get an auto-name that includes the request's purpose and problem type, if applicable. You can edit the Auto-Name on the Canned Responses page.

3. Select the Save as Canned Response checkbox.
4. Click Save.

To edit a canned response:

1. Select Requests > Canned Responses. The Canned Responses page appears.

   

2. In the row of the response you want to edit, click . The Manage Canned Response page appears.

3. Make any edits you want.

4. Click Save.

To delete a canned response:

In the row of the response you want, click .