Canned Text

Configuration > Tickets > Canned Text

Configuration > Sales > Canned Text

Related Guides:

• Canned Text

Overview Screen#

Field	Type	Description
Import Canned Text via Spreadsheet	Button	This will open up the menu for importing Canned Text content via an XLS import. This will require the upload of a correctly formatted .xls file which will be read by the application and processed into Canned Text items be used in the system. Column headers required are; "Name", "Group", and "HTML".
Edit Canned Text Groups	Button	This will open up the menu for configuring Canned Text groups. These have very little configuration options, and are simply named groups for aggregating Canned Text into.
Name	Header	This will be the name of the Canned Text option as it appears elsewhere in the system.
Group	Header	This will be the group that the Canned Text will appear under. These can be configured via the menu accessible by the above button.
Use	Header	This will be where these Canned Texts can be used.

Details#

Field	Type	Description
Name	Free Text	This will be the name of the Canned Text as it appears elsewhere throughout the system.
Group	Single Select	This will be the Group to which the Canned Text belongs to.
Text	Rich Text	This will be the text that is automatically populated should this Canned Text be selected from another Rich Text box. These can include dollar variables to make the text more relevant to that situation.
Access Restriction	Single Select	The selection made here will dictate who or which group of Agents is able to use this Canned Text. This can be set to All, Departments, Teams, or a single Agent.
Add/Remove from My Favourites	Button	Sets whether the canned text is in the "My Favourites" section.
Tags	Free Text	When using this canned text on a Ticket, these tags will automatically be added to the Ticket. Tags are added by typing into the text box then clicking the 'Enter' key.

Buttons#

Field	Type	Description
Access Control	Button	Here, you can set which agents can access this canned text to configure it. By giving someone read and modify access the agent will be able to modify this set canned text. This will not affect which agents can use this canned text.