Use Canned Responses in QCST

This article explains the Pro feature, where canned responses are managed, and how Agents use them to insert consistent reply/note text.

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 canned responses work

Canned Responses are Pro reusable text blocks managed from the dedicated administrator tab. They can be global or Department-specific and organized in folders. An Agent inserts the text into the current reply/note composer, then reviews/edits it before posting. The stored ticket message is ordinary historical text; later editing the canned response does not rewrite history.

How to do it

  1. Open a ticket in the frontend Agent Queue and place the cursor in the public-reply or Pro Internal-Note composer.
  2. Open the Canned response selector. QCST shows only published responses available to the ticket's Department.
  3. Choose the response. Its body is inserted into the composer rather than posted automatically.
  4. Read and edit the inserted text so it answers this customer's actual situation, then add any needed ticket-specific detail.
  5. Post as Public reply or Internal note as intended and verify the final timeline entry contains the edited text.

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.

Verify the result

  • An eligible Agent can find the Published canned response in the intended Department/folder context.
  • Inserting it populates the reply editor but does not send the message until the Agent submits the response.

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.