Canned Text 

Quick Ref guide (PDF)

To simplify the entering of repetitive  ticket comments a feature called canned text allows you to configure predetermined responses. 

These responses can be made available for all ticket events, or you can choose to filter them based on a specific event type.

There are two levels of canned text for use with ticket comments, one for all to be able to use and the other for the individual technician to use.