The Smart Support – Canned Replies add-on lets support teams create reusable response templates and insert them into ticket replies from the Smart Support admin ticket screen.
Instead of typing the same answers repeatedly, agents can choose a saved reply, insert it into the editor, and personalize it before sending.
What problem does it solve?
Support teams often answer the same questions many times, such as:
- Password reset steps
- Billing and refund policies
- Troubleshooting instructions
- Escalation updates
- Feature request acknowledgements
- Ticket closing messages
Writing these responses manually can be slow and inconsistent. Canned Replies helps teams respond faster while keeping wording consistent and approved.
What you can do with Canned Replies
With the add-on installed and licensed, you can:
- Create reusable reply templates
- Manage replies from Smart Support → Canned Replies
- Organize replies using categories and tags
- Add optional colors to reply tiles
- Search and filter replies before inserting them
- Insert canned replies into the admin ticket reply editor
- Activate or deactivate replies without deleting them
- Optionally mark reply content as locked
Example canned replies
| Example | Typical use |
|---|---|
| Welcome response | Acknowledge a new ticket |
| Troubleshooting steps | Share standard diagnostic instructions |
| Billing explanation | Provide approved policy wording |
| Feature request acknowledgement | Thank the customer and set expectations |
| Escalation notice | Explain that the ticket has been escalated |
| Closing message | Confirm resolution or ask for final confirmation |
Requirements
To use Canned Replies:
- The main Smart Support plugin must be installed and active.
- A valid Canned Replies license must be active under Smart Support → Licenses.
- Agents must have permission to use canned replies.
- Administrators must have permission to manage canned replies.
If the license is inactive, the Canned Replies admin screen displays a license message and the ticket reply button does not load.
Where canned replies are available
Canned replies are available in the Smart Support admin ticket reply workflow.
They are used when replying to tickets from WordPress admin. They are not currently exposed on the customer-facing support portal reply form.