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There are multiple ways to set up and automate the sending of responses in OneDesk. Canned responses can assist in answering frequently-asked questions you receive from customers, addressing requests you get repeatedly, and more. This lets you declutter your helpdesk and saves you and your team time when it comes to sorting and replying to customer requests.

You can send a canned response in one of three ways: By inserting a message into a manually-selected collection of tickets or items. By inserting a message when a ticket is received with a specified keyword or phrase. Or by sending an email template when a ticket is received with a specified keyword or phrase.

Best practice is to insert a message, be it manually or automatically. The benefit of inserting a message is that it enables you to keep track of the flow of conversation between you and your customers directly inside of OneDesk and to save the messages you write for later on and use them with the click of a button.

Now how do we send a message response manually? First, click on the application you want to create the macro in. For this example, we’ll click on tickets. Next, select all the tickets you wish to insert the message in. If you would like to simply create the Macro to save and use later, then just make sure that you only have your organization portfolio selected, or a non-item. Now click Tools in the top navigation bar and, next to Macros, click on New Macro. Click Create New Conversation and select “Customer Replies” from the top here. Type out the message you wish to send to your Customer. Click Save This Macro to save it for use later or Apply This Macro to apply it to the tickets you selected.

To automate message responses, first, click the More Applications icon on the bottom left side of the OneDesk application. Click the cog icon to navigate to the administration section. Click on the application in which you would like to create the automation. Set the automation keyword or key phrase that will lead to the message.  Click insert/create message from the action drop-down and select who to send the message as. You can pick an individual user or the company bot. Write out your message reply. Click apply and save and now the automation is active.

To automate the sending of an email template, first, Click the More Applications icon on the bottom left side of the OneDesk application. Click the cog icon to navigate to the administration section. Click on the application in which you would like to create the automation. Set the automation keyword or key phrase that will lead to the message. Click send email template from the action drop-down and pick the email template you would like to use. Click Create New Email Template if you would like to write a new one. For send email to, select to whom you wish to send the email message. Click Apply then Save.