Canned responses and checklists
Keep saved replies and standard checklists in a shared library, and add them to tickets in a few clicks.
Canned responses are saved replies your team can insert in one click. Checklists are standard steps you add to recurring tickets. Both live in the library: open them from Library → Canned responses and Library → Checklists, or from Settings → Canned responses and Settings → Checklists. They are not limited to admins: a team permission decides who can use them.
Canned responses
Organise responses into folders and drag them to reorder. Deleting a folder moves its contents up one level.
Create a response
Give it a Title and choose a Folder.
Write the body
Write the text in Body, up to 5,000 characters.
Limit it to one company (optional)
Use Limit to company when a response only applies to one customer.
Add translations
Add a version per language, or use AI translate to pre-fill one and check it before saving.
Checklist templates
Checklist templates are organised in folders in the same way and can be limited to one company. A template has a name and a list of items, and can carry triage information: estimated effort in minutes, keywords, a category, a suggested priority, a suggested team and a required skill.
Checklists on a ticket
- Add a template, loose items, or both. A ticket can hold up to 20 checklist items.
- Tick each item when it is done. An item can have a reminder date; reminders show on the dashboard and in My activities.
- Adding or removing a checklist leaves an internal note on the ticket.
- The ticket list can show checklist progress in a column.