Canned replies and macros

Canned replies store polished HTML answers agents insert while replying.

Canned reply fields

• Title: label in the picker
• Body: rich text inserted into the reply editor
• Department: All departments or one department only
• Published: hide without deleting

Macro side effects

Optionally set these when the canned reply is inserted:

• Status: move ticket to a chosen status, or leave unchanged
• Priority: low, normal, high, urgent, or unchanged
• Assign to agent id: numeric agent row id (0 leaves owner unchanged)
• Add tags: comma separated tag names to apply

Where agents use them

• Administrator ticket edit reply box
• Frontend staff console ticket screen

Knowledge base shortcut

Staff can mark a ticket solved against a suggested knowledge base article so self-service wins are recorded on the ticket.