Canned Responses and Macros for Faster Support

Canned Responses

Canned responses are pre-written replies agents can insert with a shortcode. Type /greeting to insert a personalised greeting or /refund for your refund policy.

Creating a Canned Response

1. Go to Support > Management > Canned Responses.
2. Click Create. Enter a name, shortcode, and the response content.
3. Use merge tags like {{customer_name}} for personalisation.

Macros

Macros combine multiple actions into one click - assigning a ticket, changing priority, adding a tag, and sending a response simultaneously. Create them at Support > Management > Macros.