Canned Responses and Reply Templates in Freshservice

How to Create Reply Templates Using Canned Responses in Freshservice

Freshworks Freshservice Tips and Tricks Video/Blog series.

Creating canned responses in Freshservice can save time and improve productivity for customer support teams. Canned responses are pre-written messages that are used as reply templates to answer common concerns and issues. With Freshservice, organizations can build and manage a library of canned responses to address frequently asked questions.

*Freshservice Tips and Tricks to Always Remember*
Tip: Take advantage of the placeholder feature, which includes requester's first name, location, and ticket ID. This allows for dynamic population of information without manual entry or research, saving time and providing valuable context.
Tip: Leverage rich text/HTML in the body to insert images, effectively conveying information without repeatedly typing the same content. Including screenshots provides context to help the requester better understand the situation.

To create a canned response in Freshservice, follow these steps:
1. Use the rich text editor to type your response template.
2. Insert placeholders for dynamic content like Ticket ID, Subject, and Requestor Name, using the "Insert Placeholder" button.
3. Go to the "Admin" tab, and in the section “Helpdesk Productivity,” then select "Canned Response."
4. Click the "Add Canned Response" button beneath the typing area.
5. Enter a descriptive title in the “Response title” field to help agents easily identify the response.

To read the companion blog to this video:
blog.flycastpartners.com/freshworks-freshservice-s…

For more Freshservice Tips and Tricks videos:
   • Freshworks Freshservice Tips and Tricks  

Freshservice Tips and Tricks blogs:
blog.flycastpartners.com/freshworks-freshservice-s…

For more information about our Freshservice Professional Services:
resources.flycastpartners.com/freshworks-freshserv…

-----------------------
-----------------------
You can trust that Flycast Partners will provide useful ‪@Freshservice‬ reshservice tips & tricks since not only are we a Premier ‪@FreshworksInc‬ Partner, but also
🏆 North American Most Valuable Partner of the Year
😎 Global ITSM Strategic Partner of the Year
-----------------------
-----------------------
Flycast Partners Simplifies Information Technology - for you, with you.
@lycastpartner‪@Flycastpartners‬
www.FlycastPartners.com

Click here to contact us: share.hsforms.com/1BzLq1xRvR72zzfKoCwu-6A3k0e2

Or contact us via
🌐 WEBSITE: www.FlycastPartners.com
📧 EMAIL: info@flycastpartners.com
📲 PHONE: (844) 359-2278

Social Media LINKEDIN: www.linkedin.com/company/flycast-partners
TWITTER: twitter.com/Flycast_
INSTAGRAM: www.instagram.com/flycastpartners/