Content
- What are canned responses?
- How do I add canned responses?
- What permissions are required?
- Using canned responses in issue management
- Advantages of use
What are canned responses?
Canned responses are predefined text templates that can be used in issue management to reply to tickets. They serve to provide frequently used messages and replies efficiently and uniformly, thus making it easier for your team members to process requests.
Examples of canned responses:
- Acknowledgements for reported issues
- Information on frequently occurring problems
- Notes on further processing or responsibility
How do I add canned responses?
Follow these steps to create new canned responses or edit existing ones:
- Log in to the Cockpit and navigate to Administration > Companies in the left navigation bar.
- In the overview, select the company for which you want to manage canned responses.
- There, click on the "Feature settings" tab.
- In the "Canned responses" section, you can create new entries or edit existing ones.
- Assign a title, define the text content and save your entries.
Tip: In the canned responses, placeholders like {{tenant name}} can be used. These are automatically replaced by the corresponding information and ensure personalized, yet standardized communication.
The canned responses are then available in issue management to all team members with the corresponding roles.
What permissions are required?
To add or edit canned responses, you need the "Company Admin" role and the "Team Admin" permission. Only people with this permission can see the company overview in Administration and have access to the solution settings.
If you do not have this permission, please contact the administration person responsible for your platform.
Using canned responses in issue management
As soon as canned responses have been stored, they are available to you in issue management. Open an issue and click on the "Canned responses" icon in the reply area. There you can use the search function to specifically look for a suitable canned response and insert it with one click.
Note: Employees of third-party companies cannot access this function.
Advantages of use
Working with canned responses offers several advantages:
- Efficiency: You don't have to write frequently used texts from scratch every time.
- Consistency: All team members use the same wording.
- Quality: Standardized communication increases professionalism in dealing with residents.
- Scalability: Structured template management is particularly helpful for large portfolios or many requests per day.