Agents can use canned replies while responding to tickets from the Smart Support admin ticket screen.
A canned reply inserts saved text into the ticket reply editor. Agents should review and personalize the response before sending it to the customer.
Open a canned reply
- Go to Smart Support in WordPress admin.
- Open a ticket.
- Scroll to the reply area.
- Click Canned Replies.
A Canned Responses modal opens.
Search and filter replies
Inside the modal, you can find a reply by using:
| Tool | Purpose |
|---|---|
| Search | Filter replies by title |
| Category filter | Show replies from a selected category |
| Tag filter | Show replies with a selected tag |
Insert a canned reply
- Click a reply tile in the modal.
- The reply content is inserted into the ticket reply editor.
- If the editor already contains text, the canned reply is appended after a blank line.
- Review and edit the message.
- Submit the reply as usual.
You can close the modal without inserting a reply by pressing Esc, clicking outside the modal, or using the close icon.
Public replies and internal notes
Canned replies are intended for public customer replies.
Using a canned reply moves the workflow toward a customer-visible public response. Do not rely on canned replies for private staff discussion. Use Internal Note for staff-only comments.
Personalize before sending
Canned replies are starting points. Before sending, agents should:
- Add the customer’s name when appropriate
- Reference the customer’s issue or ticket subject
- Remove sections that do not apply
- Confirm that links, dates, product names, and policy details are current
- Adjust the tone for sensitive or escalated issues
When to use a canned reply
| Use a canned reply when… | Write a custom response when… |
|---|---|
| The issue matches a standard scenario | The issue is unique or highly technical |
| Approved policy wording should be used | The response needs a sensitive personal tone |
| A fast first response is needed | The customer already received the same template recently |
| Multiple agents should use consistent wording | The message is for internal staff only |
Lock content note
Administrators may mark some replies as locked. Treat locked replies as approved wording that should not be changed unless your team process allows it.
Depending on your site’s implementation, the editor may not technically prevent edits after insertion, so follow your team’s policy for locked templates.