Applies to: SmarterTrack 3.x
You may find that you constantly give the same answers to customers on common issues or questions. Reduce the turnaround time in these instances by setting up Canned replies for a department or specific agent. When composing a reply, the agent may insert a Canned reply automatically.
Canned replies can be generated at the user Agent level or at a department level (to be shared among all agents that belong to that department).
Editing a Canned Reply
- Select the Knowledge menu icon near the top of the interface
- Select Canned Replies panel in the lower left
- Select New Canned Reply
- Edit the fields and Save
For specific information about the functions of the items on the page, refer to the online help topic Create a New Canned Reply.
Using a Canned Reply in a Ticket
To use a canned reply, click on the Replies button, then double-click the reply you want to use. (See the image below)
