Freshdesk agents may need to use a Canned Response to either keep track of task list items that they are responsible for, or for sending specific criteria to other teams for communication purposes.
Using a Canned Response in Freshdesk is easy:
1. While in a ticket, choose Reply as if you're going to send a response
2. Once Reply is chosen, you'll notice a few icons at the bottom left corner of the reply window - one of them is called "Canned Responses"
3. Click on "Canned Responses" and a menu will pop up on the right side of your Freshdesk window with a list of preset items. (If you don't see your item, it may not exist yet and you can submit a ticket to IT Support Team for any suggestions to new Canned Response that will make your workflow easier)
4. Choose the appropriate response for you by selecting the item and clicking the + button which add the chosen Canned Response into the ticket reply window (in our example here, if you're a manager needing to reply to the ticket with your Task List for a New Hire, you would choose "Manager New Hire Orientation checklist"
5. Once the + button is clicked on a selected Canned Response, it will automatically be added to the ticket. You can then remove any extraneous text above the Canned Response if you like, and the description will be filled with your Canned Response items only for clearer communication.
6. At this point, once you've confirmed that you have done your items, be sure to comment next to each task that it's been completed. Finally, to submit your response to alert the team in the ticket, simply click Send. This will send your completed Canned Response items to all members of the team alerting them that you've completed your tasks.
