Video guide 4 of 7

Reply with a canned response and solve

Pick up an unassigned ticket, answer it in seconds with a saved reply, and mark it solved.

Before you start

An admin has created at least one canned response (see Canned responses, SLAs and automation).

Step 1: In the ticket list, unassigned tickets show Take It in the Agent column. Click it to assign the ticket to yourself.
Step 2: The ticket is now yours and your initials appear in the Agent column. Click the ticket to open it.
Step 3: Click in the Reply box and type / to open your canned responses.
Step 4: Pick a response from the list, or keep typing to search by name or shortcut.
Step 5: The reply is filled in, with placeholders such as the customer's name already replaced. Edit the text if needed, then click Send Reply (or press Cmd+Enter).
Step 6: The reply is added to the conversation and emailed to the customer. When the issue is resolved, click Status.
Step 7: Choose Solved.
Step 8: Confirm with Solve ticket. Tick Don't email the customer first if you want to skip the automatic "ticket solved" email for this ticket.
Step 9: You return to the ticket list. The ticket moves to Solved and leaves your open queue; find it again under the Solved tab or Recently Solved.

The speech-bubble button in the composer toolbar opens the same canned-response picker.
Once there is text in the reply box, the Rewrite buttons can make it shorter, friendlier or more formal.
Solved tickets close automatically after the number of days your admin sets in Settings → General.