Canned Responses are a predefined set of reply templates they can use with a single click by agents from within the reply editor.


Canned responses can be used in,

  • New ticket page
  • New email page
  • Ticket details page
  • Automations


Canned responses can be set up from under admin>>agent productivity>>canned responses. An admin or any agent with manages canned response privilege will be able to create canned responses for all agents or for specific groups. In general, any agent in the helpdesk will be able to create personal canned responses.

Creating a canned response

  1. Log in to your Freshdesk account as admin and go to Admin > Agent Productivity > Canned Responses > New Folder


  2. Enter a folder name and click Create

  3. Click on the New Canned Response option within the newly created folder
    Note: Alternatively, you can directly click on the New Canned Response option and then choose the folder (See step 7)

  4. Enter the response title and message. You also use the green plus icon to insert a placeholder to automatically include dynamic content such as Ticket ID, Subject, or Requester Name in the reply
  5. Set the visibility:
    • Myself: Select this option to save the responses under your Personal folder. Note that others cannot access the personal folder.
    • All agents: Select this option to make the canned responses visible to all agents in your account.
    • Agents in group: Select this option to make the responses visible to a particular group only. For example, a canned response for 'Refund' can be made visible just to your 'Returns and Refunds' team, as other teams will have no use for it. This option also allows you to select multiple groups.

  6. Select the folder where you want to save the new canned response
  7. Click Save


Creation logs:

Canned response creation is recorded in Audit logs under admin section. 


However for customers for whom audit logs are not available and if they reach out to support to know who created a particular canned response, use the below query in Sumologic,


"a=" AND "p=/api/_/canned_responses" AND "acn=create"


The response will be as below,


2023-06-13 10:07:55 id=ba3712d4-326f-4893-8530-7f35b6743a57,  tp=00-ef9f338869e63c7b352fa9b7fd6c8b62-882af0903ef8a3bf-00, cid=1686650837151, wid=, e=, ip=115.112.69.51, a=2660437, u=88005430601, s=ind_shard_6_1, d=coachaccount.freshdesk.com, p=/api/_/canned_responses, c=Ember::CannedResponsesController, acn=create, h=10.41.61.33, sts=201, f=json, db=45.54, vw=8.13, rc=9, r=8.75, mc=10, mdr=3, m=21.42, oa=198906, qt=6.709, tdur=385.04, dur=378.33


Here u is the userid or agentid of the agent who created the canned response. We can construct the URL - https://companyname.freshdesk.com/agents/agentid and share the same with the customer.


We retain data only for last 30days in Sumologic.



Organizing your canned responses

You can organize your canned responses into folders to easily categorize and move them to other folders. 


Moving canned responses

  1. Select a folder and choose the responses you want to move and click Move to

  2. Select the folder where you want to move the responses and click Move




Deleting canned responses

  1. Go to Admin > Agent Productivity > Canned Response > Folder name (if applicable) and select the canned responses you want to remove using the checkboxes. Deleting canned responses.
  2. Click on Delete. Please note that deleting is an irreversible action and once deleted, the data cannot be restored again.


Logs for deletion


If a customer reaches out to know who deleted a particular canned response, folder, use the below queries in Sumologoc:


Deleting a canned response:


Query : "/api/_/canned_responses/bulk_delete" AND "accountid"


Response: 2023-06-13 10:26:06 id=650cca30-ab93-44ec-b001-c8c6697b966a,  tp=00-82dc69d0b510c3d9295f5401d9bb361c-8b888e7082eafd2e-00, cid=1686650837151, wid=, e=, ip=115.112.69.51, a=2660437, u=88005430601, s=ind_shard_6_1, d=coachaccount.freshdesk.com, p=/api/_/canned_responses/bulk_delete, c=Ember::CannedResponsesController, acn=bulk_delete, h=10.41.93.216, sts=204, f=json, db=16.4, vw=, rc=6, r=7.73, mc=10, mdr=3, m=6.49, oa=146914, qt=1.765, tdur=225.304, dur=223.54


Here u is the userid or agentid of the agent who created the canned response. We can construct the URL - https://companyname.freshdesk.com/agents/agentid and share the same with the customer.



Deleting a canned response folder:


Query: "/canned_response_folders" AND "2660437" AND "acn=destroy"


2023-06-13 10:31:03 id=6d863ec4-99f1-45ab-8c35-307e68d95562,  tp=00-aef1e5f1ada17c8d6680d594a67664c2-568e14e1468a216a-00, cid=1686650837151, wid=, e=, ip=115.112.69.51, a=2660437, u=88005430601, s=ind_shard_6_1, d=coachaccount.freshdesk.com, p=/api/_/admin/canned_response_folders/88000066920, c=Ember::Admin::CannedResponseFoldersController, acn=destroy, h=10.41.119.96, sts=204, f=json, db=38.53, vw=, rc=7, r=12.51, mc=11, mdr=4, m=11.55, oa=108828, qt=1.84, tdur=238.394, dur=236.55



Here u is the userid or agentid of the agent who created the canned response. We can construct the URL - https://companyname.freshdesk.com/agents/agentid and share the same with the customer.



You can only delete or edit custom canned response folders and not the default folders