SupportCandy Canned Reply

Support agents often answer the same questions many times a day. Retyping those answers takes time and the wording can drift from one agent to the next. This add-on gives your team a library of saved replies that can be reused whenever a familiar question comes in, so agents spend their effort on the tickets that need real attention.

Agents open the saved replies from a Canned Reply link while writing a ticket reply. They can keep private replies for their own use, while administrators create public ones that the whole team can use. Macros let a reply pull in ticket or customer details, and a search tool helps agents find the right reply in a growing library. It works inside an existing SupportCandy setup.

Features

• Unlimited saved replies: Create and store as many canned replies as your team needs, then reuse them on later tickets to reduce repetitive typing for common questions.
• Private canned replies: Agents can write personal replies that only they use, which suits individual phrasing and answers tied to a single person's own tickets.
• Public canned replies: Administrators can publish shared replies that the entire team can use, keeping standard answers consistent across all support agents.
• Macro support: Add macros inside a canned reply to insert ticket-specific or customer information automatically, so each response reads as personal and fits the ticket.
• Canned Reply link: Agents reach their saved replies through a simple Canned Reply link while writing a ticket reply, without leaving the normal reply workflow.
• Search the reply library: A search function helps agents find the right canned response quickly, even when the library has grown large and the queue is busy.
• Filters for canned replies: Filters help agents and administrators narrow down the list of canned replies, which makes a larger collection easier to manage and browse.
• Works inside SupportCandy: The add-on fits into your existing SupportCandy helpdesk, so current ticket workflows carry on as they are while replies become faster to write.

Best for

• WordPress sites running the SupportCandy helpdesk
• Support teams answering the same questions repeatedly
• Administrators who want standard replies shared across agents