Note: This feature is currently available in Beta for all customers on Pro and Enterprise plan, as part of the Freddy AI Copilot addon.


Canned responses are an effective way for agents to use a predefined set of email templates to respond to common customer queries. They save agents the hassle of typing the same set of responses to multiple customers, over and over again. Instead, agents can organize their canned response templates and simply add them to an email response whenever needed.


With Freddy AI, now agents can see suggested canned responses based on the ticket text. Agents can choose to use these recommendations, or use another canned response of their choice by easily searching for it. 


Let us understand how agents can use the canned response suggestions in this article.


TABLE OF CONTENTS


Before we begin, to learn how to set up canned responses on your Freshdesk, refer to this article.


View Freddy’s canned response recommendations


You can view the Freddy canned response recommendations for a ticket using 3 different approaches. Let's cover each of them below.


1. Using the 'Freddy recommendations' card


Here's how to view Freddy's canned response recommendations for any particular ticket using the 'Freddy recommendations' card.

  • Login to your Freshdesk account as an Agent
  • From the 'Tickets' section, open the ticket details page for the ticket you wish to resolve
  • When you open a ticket for which Freddy has solution article recommendations, you will see a 'Freddy Recommendations' card at the bottom of the ticket text



  • This card will list the number of canned response suggestions (along with the number of solution article suggestions) that Freddy has for this particular ticket
  • To view the list of canned response suggestions, click on the ‘Canned responses’ link under ‘Freddy recommendations’
  • This should open up a panel on the right-hand side of the screen, along with the ticket response editor which opens on the left-hand side




  • The Freddy recommendations can be seen here, right under the search bar
  • To view the canned response text, click on the expand/collapse button on the left side of each canned response


2. Using a keyboard shortcut.


Alternatively, you can view the Freddy recommendations by using a keyboard shortcut.

  • In the email reply section under the case text, you can use a shortcut to view the list of Freddy recommendations
  • Simply type ‘/c’ (without the apostrophes) and press the 'Return button (Enter)' to open up a list of all Freddy recommendations


  • You can select the canned response of your choice from the Freddy recommendations and insert it by clicking on it

3. Using the 'Canned responses' button in the ticket response editor

  • Click the ‘Canned responses’ button at the bottom of the reply section to open a list of Freddy recommendations


  • This should open up a panel on the right-hand side similar to the one described in the first method
  • The Freddy recommendations can be seen here, right under the search bar
  • To view the canned response text, click on the expand/collapse button on the left side of each canned response


How to use a canned response in your email response


When you hover on a canned response recommendation, you will see two options to add the response to your email.


1. Insert canned response


Clicking on the ‘insert canned response’ button will add the canned response to your email reply. 




This response will be added in addition to anything that you may have typed in the reply section under the ticket text. Anything that you may have written there will remain unchanged and will be followed by the canned response text. 


2. Replace canned response


The second option is to click on the ‘replace canned response’ button.




This option will erase anything that you may have typed in the reply section under the ticket text. In its place, the canned response will now appear.


Search for canned responses outside of Freddy recommendations 


There may be cases where you wish to use a canned response that is not listed under the Freddy recommendations. In such a case, you can easily search for the canned response of your choice and use it. There are 2 ways to search.


1. Using the search bar

  • To search for the canned response, simply use the search bar on the right-hand side panel to find the relevant response




  • While searching, you can also specify the folder you wish to search in, using the drop-down on the right-hand side of the search bar
  • You can then proceed to insert or replace a canned response of your choice from the list of responses in your selected folder


2. Using the folder navigation drop-down menu

  • You can also search for canned responses by browsing through the available folders in the section below the Freddy recommendations




  • Simply click on the drop-down menu under the Freddy recommendations’ list to select the folder of your choice
  • Selecting a folder will list all available canned responses in it
  • You can then proceed to insert or replace a canned response of your choice from the list of responses in your selected folder