Who can use a canned response?

Each canned response is personal, shared with a department, or available to everyone, and can be filed under a category.

What is a scenario in Flaxxa Desk?

A one-click macro. A scenario can set status, priority, type and department, assign an agent or team, add tags and add a note, all at once.

Can I bring my macros from Zendesk or Freshdesk?

Yes. The importers bring Zendesk macros and Freshdesk canned responses across as Desk canned responses.

Desk · Canned Responses + Macros

Canned responses and macros for support agents.

Canned responses are saved replies agents insert and adjust, kept personal, per department or for everyone. Scenarios are one-click macros that set status, priority, type, department, assignee and tags and add a note in one go. Together they take the repetition out of support.

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desk.flaxxa.com / canned-responses

All channelsEmailWhatsAppPortal147 open

#19248Where is my order?
A. Mehtatyping
2m
#19245Invoice for March
R. Khanna
8m
#19241How do I export my data?
P. Iyer
21m
#19239Refund hasn't arrived
I. Bose
34m
#19236Thanks for the quick reply
M. Iyer
1h

Personal, department, everyone: 3 scopes
To organise replies: Categories
Per scenario: 8 actions
Tracked per reply: Usage

01 / 04

Why do support teams need saved replies?

The same answer, again

A handful of questions make up much of the queue.

Inconsistent answers

Each agent words the policy differently, and some get it wrong.

Many clicks per ticket

Set status, priority, assignee, tag: the same sequence every time.

02 / 04

How do canned responses and scenarios work?

Save a reply

Write the answer once, choose who can use it and file it under a category.

Insert and adjust

Agents pick it from the reply box and personalise it before sending.

Build a scenario

Bundle the clicks you repeat: status, priority, type, department, assignee, tags and a note.

Run it in one click

Apply the scenario to a ticket and every action happens at once.

03 / 04

What do canned responses and scenarios include?

Less typing, fewer clicks.

Three scopes

Personal, department or workspace-wide replies.

Usage tracking

See which replies are used most.

Scenario actions

Status, priority, type, department, agent, team, tags and a note.

API

List and create canned responses over the REST API.

Import

Bring macros and canned responses over from Zendesk or Freshdesk.

04 / 04

What changes with saved replies and macros?

Consistent and quick.

Faster replies

Common answers go out in seconds.

The same correct answer

Everyone uses the approved wording.

One click, many steps

Scenarios do the routine updates for you.

Keep exploring

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FAQ

Canned Responses + Macros: common questions

Saved replies to questions your team answers often, such as how to reset a password or your returns policy. Agents insert one and adjust it, instead of typing it again.

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