The “SupportCandy Canned Reply” feature provides a convenient way for agents to save and access frequently used responses when handling tickets. Here’s how it operates:
Functionality:
- Saving Replies:
- Agents can save multiple responses they frequently use while responding to tickets.
- These saved responses are stored as “canned replies” for easy access in the future.
- Macros Usage:
- Agents can incorporate macros (placeholders) within the canned replies, enabling dynamic content insertion when using these saved responses.
- Accessing Canned Replies:
- When an agent needs to utilize a saved response, they can access the “Canned Reply” section.
- The agent can search and click on the desired canned response for insertion into the ticket response area.
- Public and Private Replies:
- Agents’ saved canned replies are initially private and accessible only to the respective agent who saved them.
- Administrators have the ability to create public canned responses that are available to all agents, offering standardized replies for common queries.
Benefits:
- Time Saving: Allows agents to quickly access and reuse predefined responses, saving time in composing repetitive replies.
- Consistency: Ensures consistency in responses, especially for commonly encountered issues or inquiries.
- Efficiency: Reduces the need for agents to remember or type out similar responses repeatedly.
By providing a repository for agents to store and reuse frequently used responses, the canned reply feature enhances efficiency, consistency, and overall effectiveness in managing and responding to customer tickets.
