Out of the box, Syncro provides a number canned responses technicians can select when communicating inside a Ticket. 

A canned response is reusable language that helps you quickly answer questions, give out information or instructions, and reply to other messages you might commonly receive.

Using canned responses also helps ensure your technicians are providing the information to your customers that you want them to.

View & Modify Default Canned Responses

To view and/or modify Syncro's default canned responses, follow these steps:

1. Navigate to Admin > Tickets - Canned Responses. Syncro displays the Canned Responses page:
   
   
2. Click in the Title and/or Body fields of any canned response to make them editable. After you've changed the Title and/or Body to be what you want, click Save.
3. If you want to select a different Category or a Subject, click into those fields to select from a list of available options. (Your changes will be saved upon selection.)

Note: The canned responses Syncro provides are in the category “Default.” You can also Create & Edit Response Categories.

Create New Canned Responses

To create a new canned response, follow these steps:

1. Navigate to Admin > Tickets - Canned Responses. Syncro displays the Canned Responses page.
2. Click +New Canned Response. Syncro displays a new, empty line:
   
3. Click in the Title and/or Body fields to make them editable. After adding your desired text, click Save.
4. If you want to select a different Category or a Subject, click into those fields to select from a list of available options. (Your changes are saved upon selection.)

Note: The default canned response category is “Default," so new canned responses will show up there. You can also Create & Edit Response Categories. 

See also: Additional Examples.

Create & Edit Response Categories

To edit categories for canned responses, follow these steps:

1. Navigate to Admin > Tickets - Canned Responses. Syncro displays the Canned Responses page.
2. Click Edit Categories. Syncro displays the Edit Response Categories pop-up window:
   
   
3. Click in any Category field to make it editable. After adding your desired category name, click Save.
4. If you want to create a new category, click +New Category. Then click into the field labeled “New Category” and edit it as described above.

Tips: 

• The Messages column shows you how many canned responses (messages) are in a category you might be editing. 
• To delete a category, click the delete (trash can) icon, then click OK.

5. When you're finished, click the X in the upper right of the Edit Response Categories window to close it. Your new categories are now selectable from any canned response's Category dropdown menu.

Use Canned Responses

To use a canned response in a ticket's Communication section, follow these steps:

1. Navigate to the ticket to open its Ticket Details Page, then scroll to the Communications section.
2. In the upper right, click the Canned Responses () icon, which looks like a clipboard. Syncro displays the Insert Canned Response pop-up:
   

Tips:

• Use the “All” dropdown menu to filter your canned responses by Category. Or, type in the search field to narrow the list of canned responses.
• Click Modify to navigate to the Canned Responses page, where you can create new canned responses and/or modify existing ones. (This requires being in a security group where the Ticket Canned Responses - Manage permission box is checked.)
• To close the window without inserting a canned response, click the X in the upper right corner.

3. Click → Insert for the canned response you'd like to insert. That canned response appears in the Body field:
   
4. Proceed as desired to complete your ticket communication.

Additional Examples

Here are a few examples you may find useful. You can use these as ready-to-go canned responses, or you can modify them to fit your needs.

Notes: 

• If desired, you can use the section headers below as the Titles of your Canned Responses. 
• Text in [BRACKETS] is variable and should be replaced by your tech after inserting the Canned Response.
• Be sure to adjust any additional text (e.g., business hours, etc.), also flagged in [brackets].

Approval

Hi there,

Thank you for response. We'll proceed with the fix and let you know when it's ready to pick up.

Diagnosis

Hi there,

We took a look at your computer and the issue is [ISSUE DESCRIPTION]. It will be $[COST] to repair. Shall we proceed with the fix?

Diagnosis Prepayment

Hi there,

Just following up on your diagnosis. The issue is [ISSUE DESCRIPTION]. It will be $[COST] to repair. Shall we proceed with the fix?

If so, you can follow the link to the Online Portal and click your invoice to make payment.

Done Total

Hey there - your computer is all set.

We just finished cleaning it up and you can come get it any time. Thanks!

We are open [9-7 M-F, and 11-5 on Sat].

Drop Off

Hey there,

I wanted to let you know that the work on your computer is done. Generally drop-off times are between [10:00 a.m. - 4:00 p.m. Monday - Friday]. You can look at my schedule and let me know when you are also available. I will then confirm with you to set up the drop-off time.