Since canned responses are simply Helpdesk articles (whether published or unpublished), any time you add a Helpdesk article you are making it available as a canned response. Published articles are displayed on your UserVoice Site, whereas unpublished articles aren’t displayed – but all of them can be used for canned responses.
To add a Helpdesk article, please do the following:
- Sign in to your Admin Console
- Click "Articles" in the left hand side bar.
- Click "Unpublished."
- Click the '+' icon next to the search box at the top of the list of existing articles
Alternatively, you can convert a previous reply to a Helpdesk ticket into a canned response / Helpdesk article. To do so:
1. Click Create Article (it's just next to the Show Details link in your ticket response):
2. Edit the article
Remember to edit the article so that it is suitable for anyone reading it (you might want to strip out any parts of the original response that were specific to that particular customer)
Now, the next time you click ‘Insert canned response’ when answering a ticket, you’ll see your new article!