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Canned Text

In this guide we will cover:

- What is Canned Text?

- Using Canned Text

- Adding new Canned Text From an Action

- Managing Canned Text

- Importing Canned Text   


Admin Guides:


What is Canned Text? 

Canned text is pre-written, easily accessible content designed to allow speed and consistency in your actions. Canned Text is useful if you regularly write the same sentences, or for keeping text consistent between Agents.  



 


 



Using Canned Text


In a text or memo box, you will be given the option to insert canned text.


Fig 1. Selecting Canned Text    

  

  1. Clicking this will first bring up the default group, if no other groups are present, or the list of groups.
  2. Navigate to the selection you wish to insert.
  3. Click the relevant summary to insert.

Fig 2. Choosing Canned Text


You have inserted the text over any selection you currently have or at the cursor position.


Adding new Canned Text From an Action


If you have just written something that you will have to write again, it is possible to capture it for use as canned text. This is done in 3 easy steps:


  1. In the text box, press the ⊕ button within the formatting ribbon.

Fig 3. Making new Canned Text


  1. Give the new canned text a name and specify the group it should belong to.
  2. Press "Save".

Fig 4. New Canned Text


Managing Canned Text


  • Head to Configuration > Tickets > Canned Text, this takes you to the complete list of canned text selections.

Fig 5. Canned Text Module 


  • You can filter by group by hovering over the group heading, clicking the funnel and typing a group name in here. 

Fig 6. Filtering by group


  • You can edit the groups by clicking the "Edit canned text groups" in the top left.

Fig 7. Editing Canned Text Groups


Editing any one of the canned text selections takes you to a screen with the same options and the restrictions options. For any canned text selection you can set the restriction using Access Control to:


  • A Role
  • An Agent
  • A Team
  • A Department
  • All Agents (Global)

Fig 8. Access Control


Importing Canned Text


In Configuration > Tickets > Canned Text, you will see the option to Import Canned Text via a Spreadsheet.


Fig 9. Import Canned Text via Spreadsheet


When you click the button in Fig 9, you will see the option to "Choose File". It is essential the spreadsheet you upload contains the correct headers for the import to be successful. To ensure you follow the correct format you can download and edit the sample.


Fig 10. Choosing a file to import


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