Canned responses
Write the good answer once, send it a thousand times
Every team answers the same forty questions. Hookdesk keeps those answers in a managed library, grouped by category, searchable from the composer and personalised with variables before they send.
- Categorised library maintained in Admin, not pasted from a doc
- Variables for customer, agent, ticket reference, client and dates
- Insert into a reply, then edit freely before sending
- Available in the ticket composer and in the new-ticket dialog
Canned responses
Live in your workspace
- Find it by typing
- Variables that resolve
- Category management
- Signature aware
- Reusable in new tickets
Inside the workspace
What your team actually sees
The picker opens beside the composer: search, preview the rendered text with variables already substituted, and insert without leaving the thread.
- HD-418212m left
Invoice total looks wrong
Priya - Northwindbilling - HD-4181breached
Cannot sign in to the portal
Marcus - Arclightaccess - HD-41781h 40m
Order SO-88213 never arrived
Dana - Kestreldelivery - HD-41743h 05m
How do I add a teammate?
Sam - Fielderhow-to - HD-41706h 12m
Refund request for March
Ana - Looprefund
Invoice total looks wrong
HD-4182 - Northwind Ltd - priority: high - owner: Rae S.
Priya Raman - customer
09:12
Our March invoice shows 14 seats but we only have 11 active agents. Can you check before we pay?
Internal note - not visible to the customer
Billing exported the seat log: 3 seats deactivated on 12 March, pro-rata credit due.
AI draft - grounded in docs + 42 past resolutions
Hi Priya, you are right - three seats were deactivated on 12 March. I have raised a pro-rata credit of £186 against invoice INV-2291 and it will appear on your next statement...
Customer
- Priya Raman
- priya@northwind.co
- Client
- Northwind Ltd - Tier 1
- Open tickets
- 2
- CSAT
- 4.8 / 5
SLA
- First response
- 12m left
- Resolution
- 5h 40m
- Policy
- Tier 1 - business hours
Audit trail
- 09:12 captured from support@
- 09:12 rule "billing" set priority high
- 09:12 round-robin to Rae S.
- 09:14 AI draft generated
Capabilities
Built for this job, not bolted on
Find it by typing
Search by title, category or body text; the top match is one Enter away.
Variables that resolve
{{customer.name}}, {{ticket.reference}}, {{agent.name}} and more resolve against the open ticket.
Category management
Admins group responses so billing, technical and onboarding replies stay tidy as the library grows.
Signature aware
Inserted text sits above the agent's own signature rather than replacing it.
Reusable in new tickets
Agents raising a proactive ticket can start from the same saved text.
Faster first response
Cutting composition time is the cheapest way to protect your first-response SLA.
How it runs
From arrival to answer
- 1
Curate
Admins add responses under a category with the approved wording.
- 2
Search
The agent opens the picker from the composer and types two or three letters.
- 3
Substitute
Variables resolve against the live ticket before the text is inserted.
- 4
Personalise and send
The agent edits the details that matter, then sends as a normal reply.
Detail
The small print that matters
Where it lives
Admin > Catalogue for management; the composer picker inside any ticket.
Variable syntax
Double-brace tokens resolved server-side against ticket, customer, client and agent records.
Permissions
All agents can use responses; creating and editing is limited to admins.
Related