Support Setup
Canned responses
Saving the answers you send every week, using them well, and keeping them from going stale.
Last updated September 2, 2026
Some questions arrive every week. A canned response is that answer, saved with its attachments, dropped into the reply box in one click.
What is worth saving
- Answers you have typed more than three times.
- Anything with steps that must be exactly right.
- Replies that need a file attaching every time — the attachment comes with the response.
- The holding reply for a known issue, so everyone says the same thing about it.
Using them well
Read it before you send. A canned response pasted without a glance is how a customer gets an answer to a question they did not ask, and it reads worse than two original sentences would have.
Add a line of your own at the top — their name, the specific thing they mentioned. It takes seconds and it is the difference between an answer and a form letter.
Keeping them current
Canned response or Help Centre article?
If customers keep asking, the real answer is a guide on /support — then the canned response can be two lines and a link, and people can find it without asking at all.