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Save time with pre-written responses that can be quickly inserted into tickets.

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What Are Canned Responses?

Canned responses are pre-written templates that staff can quickly use when responding to tickets. They help:
  • Save Time: No need to type the same thing repeatedly
  • Ensure Consistency: Same quality answers every time
  • Reduce Errors: Pre-approved responses are accurate
  • Train New Staff: Templates show best practices

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Plan Limits

PlanCanned Responses
Free0
Basic25
Pro25
EnterpriseUnlimited

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Creating Canned Responses

1

Navigate to Settings

Dashboard → Configuration → Canned Responses
2

Click Create

Select Create New Response
3

Enter Details

Add name, shortcut, and content
4

Save Response

Template is now available

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Response Fields

FieldDescription
NameDescriptive title (e.g., “Refund Policy”)
ShortcutQuick code (e.g., refund)
CategoryGroup related responses
ContentThe actual response text

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Using Variables

Make responses dynamic with variables:

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Available Variables

VariableReplaced With
{{user}}Ticket creator’s name
{{user_mention}}@mention of creator
{{staff}}Your (staff) name
{{ticket_id}}Ticket number
{{category}}Ticket category name
{{server}}Discord server name
{{date}}Current date
{{time}}Current time

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Example with Variables

Template: 
Hi {{user}}! 

Thank you for contacting {{server}} support. 
I'm {{staff}} and I'll be helping you with ticket #{{ticket_id}} today.

How can I assist you?
Rendered: 
Hi John! 

Thank you for contacting Awesome Server support. 
I'm Sarah and I'll be helping you with ticket #1234 today.

How can I assist you?

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Organizing Responses

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Categories

Group responses by type:
  • Greetings: Welcome messages
  • Billing: Payment-related responses
  • Technical: Common tech support answers
  • Policies: Rules and guidelines
  • Closures: Closing messages

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Searching

Find responses quickly:
  • Search by name
  • Search by shortcut
  • Filter by category

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Using in Tickets

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Via Command

Use the /quickreply command: 
/quickreply <shortcut>
Example: 
/quickreply refund

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Via Shortcut

Type the shortcut preceded by a trigger: 
!refund
Or configure your preferred trigger character.

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Via Dashboard

When replying in dashboard:
  1. Click Insert Template or use shortcut
  2. Search or browse responses
  3. Click to insert
  4. Edit if needed before sending

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Writing Effective Responses

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Best Practices

Be Personal Use variables to personalize. Avoid sounding robotic.
Be Complete Include all relevant information. Avoid back-and-forth.
Be Clear Use simple language. Avoid jargon.
Include Next Steps Tell user what happens next or what they need to do.

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Example Templates

Greeting: 
Hi {{user}}! 

Thanks for reaching out. I'm reviewing your question 
and will have an answer for you shortly.
Refund Policy: 
Hi {{user}},

I understand you're inquiring about a refund. Here's our policy:

• Refunds available within 30 days of purchase
• Original payment method will be credited
• Processing takes 5-7 business days

Would you like me to process a refund for you?
Closing - Resolved: 
Great, I'm glad we could help! I'll close this ticket now.

If you have any other questions, feel free to open a new ticket.

Have a great day, {{user}}!

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Managing Responses

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Editing

  1. Click on the response to edit
  2. Make changes
  3. Save
Changes apply immediately to future uses.

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Duplicating

Create a copy to make variations:
  1. Click response menu (⋮)
  2. Select Duplicate
  3. Edit the copy
  4. Save with new name

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Deleting

  1. Click response menu (⋮)
  2. Select Delete
  3. Confirm deletion
Deleted responses cannot be recovered.

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Sharing Responses

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Per-Server

By default, canned responses are per-server:
  • Each server has its own set
  • Staff sees responses for current server

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Copying Between Servers

To use the same responses across servers:
  1. Export from source server
  2. Import to target server
  3. Adjust server-specific content

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Analytics

Track response usage:
MetricDescription
Times UsedHow often response is used
Last UsedWhen it was last used
PopularMost frequently used
Use this to:
  • Identify most common questions
  • Update outdated responses
  • Create new responses for gaps

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Troubleshooting

Check that you haven’t reached your plan’s limit.
Ensure variables use correct format: {{variable}}
Try searching by name or check the category filter.

Need Help?

Questions about canned responses? Join our Discord