Create a Canned Response

This guide walks through Canned Responses > Add, title, alias, folder, department, body, ordering, published state, and save.

Where this fits in QC Support Ticket

QCST keeps the customer conversation, private staff notes, and system workflow history distinct. Public replies can be shown to the customer; Pro Internal Notes remain staff-only; system timeline entries document events such as assignment, status, relationship, merge, or split operations.

Primary location: Joomla Administrator → Components → QC Support Ticket → Canned Responses, or the Agent Queue when inserting one.

Before you begin

  • Confirm the site currently has Pro / Max / All Access effective access before expecting the controls described here. A preserved configuration may still exist after downgrade even when the feature is locked.

How to do it

  1. Open the Canned Responses tab and click Add.
  2. Enter Title and Alias, optionally place it in a Folder, and choose All Departments or one Department.
  3. Write the reusable Response body. Keep it accurate and adaptable rather than stuffing it with customer-specific assumptions.
  4. Set ordering and Published state, then save.
  5. Open an Agent ticket in an applicable Department and confirm the response is selectable in the composer.

Important behavior and limits

  • Public replies are customer-visible; Pro Internal Notes remain staff-only. System timeline entries record workflow events separately from the conversation.
  • Attachments are stored outside normal public delivery and are streamed only after QCST rechecks ticket authorization.

Create the reusable response

  1. Open QC Support Ticket → Canned Responses.
  2. Choose the add/new response action.
  3. Enter a clear Title and Alias.
  4. Choose a Folder (the normal default is General) so Agents can find it efficiently.
  5. Choose All Departments or the intended Department scope.
  6. Write the Response body, set Ordering and Published state, then save.
  7. Open an eligible test ticket as an Agent and insert the response; personalize it before posting.

Write for reuse

Keep reusable text accurate across many tickets. Use placeholders or neutral wording only where QCST actually supports them; do not hard-code a customer name, ticket-specific promise or troubleshooting conclusion that an Agent could accidentally send to the wrong requester.

Verify the result

  • The saved canned response appears with the intended folder, Department scope, ordering and Published state.
  • An Agent in the intended Department can insert it, edit the inserted text, and then choose whether to post it.

Community Discussion

For practical QC Support Ticket workflows and discussion with other Joomla site owners, visit the QC Support Ticket Community. For private support, bug reports, account-specific issues, or feature requests, use the QuantaCade support system.