This manual will guide you through on how to create, manage, and apply pre-written responses to provide faster and more efficient customer support.
To do this, go to Settings > Automation and then navigate to the Message Shortcuts section.
Create canned responses
Step 1: Click on Create new shortcut to open the modal
Note: You can also click on the icon 
to create new groups before creating new shortcuts.
Step 2: Fill in information about shortcut name, shortcut group and message, then click Create.
Note: You can also add a new group here.
Once created successfully, you’ll be taken to the details screen of the message within the selected group.
Manage canned responses
Step 1: In the Message Shortcuts section, click the Edit icon for the group containing the message you want to manage.
Step 2: In this details screen, you can edit 
or delete 
the current message, and create a new shortcut message 
Note: Click on the icon 
to delete the group and its shortcuts.
Use canned responses
You can use canned responses in both our Ticket and Live Chat.
Step 1: Go to the details screen of the ticket or conversation you want to reply to
Step 2: Click the icon 
to open the shortcut table
Note: You can create a new shortcut by clicking on the icon 
or directly go to Automation tab by clicking on 
.
Step 3: From this table, click the shortcut you want to use. It will appear in the text field.
Support channels #
If you ever need assistance, our Help Center is packed with comprehensive guides and tutorials.
At MooseDesk, we’re always here to help. Our dedicated email and live chat teams are available around the clock. Drop us an email at help@moosedesk.com, or click the Live Chat icon located at the bottom left corner of the MooseDesk app, our official website, and even within this Help Center.
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