Canned Responses and Placeholders

Creating common reply templates with Canned Responses
Every support agent knows that even the most extensive Knowledge Base can't stop some common questions from cropping up repeatedly - questions that for...
Thu, 2 Nov, 2023 at 4:52 PM
Exporting & Importing Canned Responses
Admins can instantly import and export the canned responses to manage them better. You can import and/or export an entire folder of responses or specific re...
Wed, 5 Apr, 2023 at 5:49 PM
Understanding dynamic content and placeholders
Placeholders in Freshdesk are a great way to add dynamic content and personalize your automated emails. An email that refers to the customer by name, updat...
Fri, 26 May, 2023 at 4:15 PM
Why some placeholders are unavailable in the Placeholders popup
Placeholders in Freshdesk let you add dynamic content (like the requester's name or ticket details) to your Canned Responses, Email Notifications and ...
Mon, 9 Oct, 2017 at 5:48 PM
Deeper insights into Canned Responses usage
When agents are using Canned Responses on a daily basis, Admins will need to understand and track every response's usage to keep them all updated. With ...
Thu, 9 Mar, 2023 at 10:53 AM