Canned actions are useful when you want to send predefined responses to repetitive customer support queries.
To respond to a ticket using a canned action,
1. Login to your helpdesk system and navigate to your tickets page.
Click the ticket to which you want to reply using an existing canned reply. In the bottom of the ticket details page, click the 'Reply'/'Private Note' button.
2.From the Update area that opens up, choose the Canned Action option.
3.Choose from the list of available canned actions from the Canned Action drop down box. You can see that the ticket response and the ticket properties are auto-populated as pre-defined in the selected canned action.
4. Click on Add Reply.