Agent signatures and canned responses

Your personal signature lives in Settings -> Profile. It is added to every public reply you send, so customers always see who they are talking to. Keep it short: name, role, company.

Canned responses are reusable snippets shared per agent. Create them in the composer or in settings, give each one a title and a body, and insert them with one click while writing. They are ideal for onboarding instructions, refund policy wording or requests for more details.

A canned response is a starting point, not the whole answer. Insert it, then personalise the first line so the reply does not read like a template.

Step by step

1. Open Settings -> Profile and write your signature once. It is added to every public reply you send.
2. Open a ticket, click the canned responses button in the composer and start typing to filter the list.
3. Pick the snippet you need; it is inserted at the cursor so you can combine two snippets in one reply.
4. Edit the first and the last line before sending, then close the ticket as usual.

Good to know

• Placeholders such as the customer name or the ticket number are filled in automatically when the snippet is inserted.
• Canned responses are shared with your team, so agree on names like "Refund - steps" or "Ask for logs" and the list stays searchable as it grows.
• Signatures are personal; canned responses are workspace-wide. Do not repeat your signature inside a snippet or customers get it twice.
• Internal notes do not carry your signature, because only your colleagues read them.