How to create Canned Actions in Service Desk?

Canned Actions are predefined responses that can be used to provide quick and consistent replies in Service Desk. They help support teams save time and maintain consistency in their communication with the requesters. Leveraging the power of canned actions helps support teams save time, maintain consistency, and deliver prompt and effective customer support using Service Desk. This knowledge base provides instructions on creating new canned actions, configuring reply messages, updating ticket properties, and managing canned actions effectively.

Required Permission

Manage Canned Actions

• Only admins or agents with the above permission will be able to manage, create, edit or delete Canned Action(s).

• The admins will be able to manage only the Canned Action(s) that are associated with the team(s) they are part of.

• This is a Team level permission.

How to create a canned action in Service Desk?

1. Navigate to Main Menu > Automate > Canned Actions.

2. Canned actions for Incidents and Service Requests can be configured in the respective tabs displayed.

3. Click on + button or click on Create a Canned Action.

4. The Create Canned Action wizard screen will open up. The Canned Actions management module within Service Desk enables you to define the canned responses based on the below

4.1. Reply Message 

• Draft the content of the reply message that should be added to the reply modal, on applying the canned action. 

• Adding a reply message as part of a Canned Action is optional. You can just update the fields if required.

• You can customize the message using the rich text editor available

• Insert Merge Fields

  • You can also add some ticket attribute or field name in the message area

  • This field information will be fetched dynamically and updated in the Canned action on apply.

4.2. Ticket Properties

• The following ticket properties can be configured for the canned action which will update automatically once the reply is sent.

  • Status

  • Priority

  • Assignee

  • Assignment Group

  • Time Sent

  • Tags

• This information can be configured from the respective dropdown.

4.3. Canned Action Title and other details

• Enter the Name and Description for the Canned Action. 

• Choose the Team(s) to which it should be applicable.

• The configured Canned Action will apply only to those Incidents or Service Requests to which it is associated.

• Only Admins or Agents within the associated teams will be allowed to make changes to the configured Canned Action(s) based on the permissions

5. Choose the Available to field. Here you can select either 

• All Agents - This will make all canned action available to all the agents within the selected team

• Me - This will make all canned action visible only to you.

Edit or Update Canned Action 

1. In the Listing page, Click on a Canned Action to view or edit it.

2. A Canned Action Details right panel will open on the right side. This is a Preview panel.

3. Click on the Edit button at the top to edit the Canned Action.

4. Click on the Clone button to create a copy of a Canned Action.

5. Click on the Delete button to delete the Canned Action.