Insert Canned Replies into Ticket Responses

Over time, agents may discover that different customers ask the same question. Instead of typing the same response over and over, agents can use canned replies to quickly and efficiently respond to some tickets.

Applies to SmarterTrack 11.x-12.x

Follow these steps to insert an existing canned reply into a ticket response:

1. Log in to the SmarterTrack management interface.
2. Click the Tickets icon.
3. Select the desired ticket. The ticket contents will load in the preview pane.
4. Click Reply in the preview pane toolbar. The ticket response window will load in a new window.
5. Click the Actions menu and click Insert Canned Reply.
6. Double-click the desired canned reply. SmarterTrack will automatically insert the canned reply in the ticket response.

Applies to SmarterTrack 7.x - 10.x

Follow these steps to insert an existing canned reply into a ticket response:

1. Log in to the SmarterTrack management interface.
2. Click the Tickets icon.
3. Select the desired ticket. The ticket contents will load in the preview pane.
4. Click Reply in the preview pane toolbar. The ticket response window will load in a new window.
5. Click the Actions menu and click Insert Canned Reply.
6. Double-click the desired canned reply. SmarterTrack will automatically insert the canned reply in the ticket response.

For more information, please refer to the SmarterTrack Online Help or the KB article, Create Canned Replies.

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