OsTicket Canned Responses
To create a canned response for quick answers to common questions or a specific phrasing of a response for agents
- Go to Agent Panel > Knowledgebase.
- Click on Canned Responses : Canned responses can be open to all departments or limited to only one department. (The department availability is determined by the department the ticket is assigned to, not the agent.) Simply choose the department from the drop down above the text area when creating the canned response.
- First, the Knowledge Base will need to be enabled for the client interface by going to Admin Panel > Settings > Knowledgebase.
Once enabled, the Knowledge Base can be built by agents in the Agent Panel > Knowledge Base. - You can click on Canned Responses to edit the content of Message.
- Canned responses is the availability of the HTML/Rich Text toolbar. This enables the addition of pictures, graphs and links to the response. Emphasis can be placed on specific words or phrases with the tool bar.
- Attachments can also be added to Canned Responses which will attach to the response/ticket when populated. Attachments can be removed prior to sending the response if necessary.