Canned responses are saved reply templates for the answers you type again and again. Navigate to Tickets > Canned Responses to manage them: each has a title, a body, an optional category, and a visibility - shared with the whole team or personal to you.
Write placeholders into the body and they fill in from the ticket when used: {{requester_name}}, {{requester_email}}, {{ticket_id}}, {{ticket_title}}, {{ticket_status}}, {{ticket_priority}}, {{agent_name}}, and {{organization}}. A template like "Hi {{requester_name}}, thanks for reaching out about {{ticket_title}}" personalizes itself on every ticket.
On a ticket's page, the Insert canned response dropdown above the reply box lists every template available to you - shared ones plus your own. Pick one and it drops into the reply with all placeholders already resolved for that ticket. Edit freely before sending; inserting never sends anything by itself.
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