Canned responses are predetermined responses to common questions. In fields such as technical support, canned responses to frequently asked questions may be quick and convenient for both the customer and the technical adviser.
Hawk HR enables admin to add canned messages in the system for responding to tickets in the helpdesk module. You can define different canned messages under different categories of tickets.
Refer to the following steps to add canned message:
Navigate to: Control Panel -> Helpdesk, click on the drop-down of Manage Category button (given in the page navigation bar), select the option of Canned Message, a new page will open up showing field to add a canned message
Enter the Title of the canned message
Select the Category of the ticket under which the canned response will be used
Enter the response in the Content field, list of valid keys that can be used here are given towards the right side
Click on Save button to save the response, option of Reset button is also given to remove the filled data
Down-scroll the page to view the list of saved entries. You can edit/ remove the entries by the help of icons given under Actions column.