Before we put our helpdesk online, let's tweak it a little to add some users. We'll also add some canned responses to help agents quickly respond to certain questions.
Let's begin with canned responses. Canned responses are predefined responses defined in anticipation of typical queries. For example, for a support company, URLs for a product's online help documentation, FAQs, forum boards, mailing lists, and so on are best handled as canned responses.
To add a canned response, head over to the Workgroups Summary (Fastpath | Workgroups Manager | View Workgroups) and click on the workgroup for which you want to define canned responses. In our case, this would be the helpdesk workgroup. Click on Canned Responses in the expanded workgroup menu in the left column.
This opens up the page that'll help you add and categorize canned responses. Categorizing responses helps agents find a response quickly. To create a category, click on the Add Category link...