Freshdesk offers the following features to respond to multiple tickets with a common reply.

  1. Bulk Update option from Ticket list views

  2. Canned Responses


The 'Bulk Update’ option from the Ticket list view page enables you to assign a selected set of tickets (maximum of 30 tickets per page) to an Internal group and agent. Please follow the steps below to make bulk updates on tickets in Freshdesk,

  1. Navigate to Tickets tab from the menu.

  2. Select the tickets you want to perform bulk actions on the Ticket List View page.

  3. Click on Bulk Update option from the top menu bar.

  4. Provide a reply message and update the respective ticket status, internal group, and agent.

  5. Click on Update to execute this action. 


With Canned Responses, your agents can create a predefined set of reply templates they can send out with a single click.


Using dynamic content placeholders, agents can ensure customization of each response with the requester's name, agent's signature, and ticket details. 


Here is a detailed demonstration of using canned responses in ticket replies on youtube for your reference.