Canned replies in the Helpdesk
Updated August 3, 2026
Inserting a canned reply
Type / at the start of a word in the reply or internal note box to open the canned reply picker. Keep typing to search by shortcut or title, use the up/down arrows to highlight one, and press Enter or Tab to insert it. Press Esc to close the picker without inserting anything.
Personal vs. shared replies
Every canned reply is either personal or shared:
- Personal replies are visible only to you. Any agent can create, edit, and delete their own.
- Shared replies are visible to the whole team. Only Owners and Admins can create, edit, or delete a shared reply, or turn a personal one into a shared one.
The picker shows both your personal replies and every shared reply, sorted by how often each one gets used.
Placeholders
A canned reply's body can include a small set of placeholders that get filled in automatically from the ticket you're replying to when you insert it:
{{customer.name}}— the customer's name{{customer.email}}— the customer's email address{{ticket.number}}— the ticket number, e.g.#482{{ticket.subject}}— the ticket's subject line{{agent.name}}— your own name
These are the only placeholders supported — there's no expression language, so a canned reply always behaves predictably.
Managing your canned replies
Open Manage canned replies from the bottom of the picker, or go to Helpdesk Settings → Canned Replies → Manage, to create, edit, or delete replies. Give a reply a shortcut (e.g. refund) so you can jump straight to it by typing /refund instead of searching by title.