Canned Responses Pro integration

Owned by
Megan Storie
Last updated: May 09, 2024 by
Derya Özdemir
2 min read

Overview

Streamline your support workflow with pre-built response templates by integrating HelpDesk+ and Canned Responses Pro Templates.

This integration allows your agents to leverage pre-built templates directly within HelpDesk+ when responding to standard tickets, bug reports, stories, and more, ensuring efficiency and consistency in customer communication.

This feature is available exclusively for agent channels.

Prerequisites

Before diving in, ensure you have the following:

If you need help with the installation, refer to the Canned Responses Pro documentation.

Enable Canned Responses Pro in the HelpDesk+ Account Portal

After installing the app, follow these steps to activate the Canned Responses Pro integration within HelpDesk+:

  1. Go to your account portal.

  2. Navigate to Settings under HELPDESK+.

  3. Check Show canned responses (Jira Cloud only). This activates the integration.  

    image-20240509-125503.png

  4. Click Save Settings to confirm your changes.

This adds the Choose a Canned Response dropdown to the Add a comment pop-up:

8eb2db73-fa02-42d6-abff-b42bec779583.png

With the integration activated, your agents can access and utilize pre-built templates when responding to tickets through Slack within HelpDesk+. This empowers them to deliver fast and consistent responses while boosting overall efficiency.

Create Canned Responses Pro templates

HelpDesk+ currently doesn't support creating response templates directly within the application, but you can use the Canned Responses Pro app to build your template library.

To learn how to create templates, refer to the related documentation.