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</style><p data-pasted="true"><strong>In this guide we will cover:</strong></p><p><strong>- What is Canned Text?<br></strong></p><p><strong>- Using Canned Text</strong></p><p><strong>- Adding new Canned Text From an Action</strong></p><p><strong>- Managing Canned Text</strong></p><p><strong>- Importing Canned Text </strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1816/" target="_blank" rel="noopener noreferrer"><strong>Canned Text</strong></a></li></ul><p><strong><br></strong></p><p data-pasted="true"><strong><span style="font-size: 14pt;">What is Canned Text? <br></span></strong></p><p><span style="font-size: 11pt;">Canned text is pre-written, easily accessible content designed to allow speed and consistency in your actions. Canned Text is useful if you regularly write the same sentences, or for keeping text consistent between Agents. </span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" data-pasted="true"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"></p><p><span style="font-size: 11pt;"> </span></p><p><br></p><p><span class="fr-video fr-fvc fr-dvb fr-draggable" contenteditable="false" draggable="true"><iframe width="640" height="360" src="https://www.youtube.com/embed/NbMGtGXHdVs?wmode=opaque" frameborder="0" allowfullscreen="" class="fr-draggable"><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span></iframe> </span></p><p><br></p><p><strong><br></strong></p><p><span style="font-size: 14pt;"><strong>Using Canned Text</strong></span></p><p><br></p><p>In a text or memo box, you will be given the option to insert canned text.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU1M2RiYzBhLWMzNGQtNGIwZS04MWRhLTI1YTc5OWZkZmY2YiJ9.OmxkhHrRCjwiwsdFhsj_igITRsaKuntAEABx2QD12t8" class="fr-fic fr-fil fr-dib" width="907" style="width: 909px; height: 490.86px;" height="491"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 1. Selecting Canned Text </span></strong></p><p> </p><ol><li>Clicking this will first bring up the default group, if no other groups are present, or the list of groups.</li><li>Navigate to the selection you wish to insert.</li><li>Click the relevant summary to insert.</li></ol><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY1OWJiZDg2LTdlN2QtNGRhNy1hODRlLWM1Y2IyMmM4M2JlNyJ9.H6Js-M-NPy3Srj6IDARc7SUUzGS0YYXal2xCt0hJnZQ" class="fr-fic fr-fil fr-dib" width="925" height="183"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 2. Choosing Canned Text</span></strong></p><p><br></p><p>This will insert the canned text at the cursor position, or over any highlighted text.</p><p><br></p><p data-pasted="true">In Configuration > Tickets > General Settings you can determine how Canned Text behaves for Agents. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRhYmM5NmQxLTBkM2QtNDcyOC04Zjg0LTdkYTM4ODc3MjJkMCJ9.6KGuy4bRUCJEIvM6q68GRKn0BMwRQIqJNc0Ecn9hBU0" class="fr-fic fr-fil fr-dib" width="445" height="242"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 3. Canned Text options </span></strong></p><p><br></p><p>Selecting "Show modal screen" will open a modal window when the canned text button is clicked where you can select the canned text you would like to insert. </p><p><br></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZkNzA4YTVlLTE5ZmEtNDVmYi1iZmEyLTdiNTlhNmM4OWY4NCJ9.cG59i5YeVhMy0I50lrhTUJrM2lnLKC1Fd88PwYeCwos" class="fr-fic fr-fil fr-dib" width="928" style="width: 930px; height: 455.939px;" height="456"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 4. Canned Text modal window </span></strong></p><p><br></p><p data-pasted="true">With this enabled a setting will show to "Allow Agents to create a group of Canned Text favourites". This will show a checkbox on the modal screen allowing Agents to mark a Canned Text as a favourite. Canned Texts marked as a favourite will show a star next to them in the selection dropdown.</p><p><br></p><p>From v2.236+, enabling the option "Show canned text preview in modal screen" allows Agents to preview the Canned Text before inserting it into an action. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA1ODJiMDFiLTk4ZWMtNGQyZi1iYTBlLTlmMDM4OGFjMjZhOSJ9.Yw-uHDHCcxdE8jlv8gb1phI5z2Ik-mw3BKjtUoiK6SA" class="fr-fic fr-fil fr-dib" width="929" style="width: 931px; height: 497px;" height="497"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 5. Canned Text preview </span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Adding new Canned Text From an Action</span></strong></p><p><br></p><p>If you have just written something that you will have to write again, it is possible to capture it for use as canned text. This is done in 3 easy steps:</p><p><br></p><ol><li>In the text box, press the ⊕ button within the formatting ribbon.<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI1Yzk4ZDdlLWI3MDMtNGVkYS1iMWIzLWI2OTBiYWM0NTBhZiJ9.aAvC1hMNhMdsS4XmaiFcoLSBdWkgtsu7LHXdtoNt4a8" class="fr-fic fr-fil fr-dib" width="836" style="width: 838px; height: 455.85px;" height="456"></li></ol><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 6. Making new Canned Text</span></strong></p><p><br></p><ol><li>Give the new canned text a name and specify the group it should belong to.</li><li>Press "Save".</li></ol><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBmMWJmNjE2LWQwNjAtNGE2My1iMWEzLTZhZDJiM2Y3YjY1OCJ9.gKqEoe8BPtG9B2GGhPFabDnVKTTUgOTt6NGZ1s4RuuI" class="fr-fic fr-fil fr-dib" width="678" height="833"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 7. New Canned Text</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Managing Canned Text</span></strong></p><p><br></p><ul><li>Head to Configuration > Tickets > Canned Text, this takes you to the complete list of canned text selections.<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhiZTZhMzExLTQ5NTctNDEwZS04ZmFlLWVjNWQ2MjcxNDYwYSJ9._Y-GezUtlIJeMTf82Di-epeNoivWzGiOSf2U3e7wkh0" class="fr-fic fr-fil fr-dib" width="906" style="width: 908px; height: 193.652px;" height="194"></li></ul><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 8. Canned Text Module </span></strong></p><p><br></p><ul><li>You can filter by group by hovering over the group heading, clicking the funnel and typing a group name in here. <img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJiY2UzNWRlLWQ4YmItNDI0Zi1iMWYwLWM3MTQyY2I4MDgzNCJ9.M5c4HTRgA_OVRvSav9HbjdPvXWrjyUIuHUKOKZyYMsU" class="fr-fic fr-fil fr-dib" width="902" style="width: 904px; height: 77.9113px;" height="78"></li></ul><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 9. Filtering by group</span></strong></p><p><br></p><ul><li>You can edit the groups by clicking the "Edit canned text groups" in the top left. You will be able to set Access Control against a Canned Text Group here. </li></ul><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI0M2VkN2E1LTc3OTQtNDQzOS1hNjBkLTQ4MjgwMzAwNTcyYiJ9.8gtvC4G4v8m6ErRPF0xt3Q8CfkvLwAz43SqUVbx3fFU" class="fr-fic fr-fil fr-dib" width="943" style="width: 945px; height: 141.364px;" height="141"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 10. Editing Canned Text Groups</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"></p><p>Editing any one of the canned text selections takes you to a screen with the same options and the restrictions options. For any canned text selection you can set the restriction using Access Control to:</p><p><br></p><ul><li>A Role</li><li>An Agent</li><li>A Team</li><li>A Department</li><li>All Agents (Global)</li></ul><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4NmExOTdkLTdhNTMtNGZmYi1hNWM2LWIyNDM1OWVhZjg4ZCJ9._mF0ZGtutJl5YTrHGVTPDswXKpRfV50nabt8AvV5rdI" class="fr-fic fr-fil fr-dib" width="579" style="width: 581px; height: 357.164px;" height="357"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 11. Access Control </span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p data-pasted="true">From v2.238+, available Canned Texts can be restricted on a Ticket type level in the Allowed Values tab.</p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong><span style="font-size: 14pt;">Importing Canned Text</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p>In Configuration > Tickets > Canned Text, you will see the option to Import Canned Text via a Spreadsheet.</p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI1YjIzZTRiLWE0ZjYtNGEyYi04Nzc3LTc0OTdlNzcwYTVmNyJ9.a6gXIw1sVDozyCMNnLu_IW8mfrRGGHeJ6Soony37JP8" class="fr-fic fr-fil fr-dib" width="1151" style="width: 1153px; height: 168.685px;" height="169"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 12. Import Canned Text via Spreadsheet</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">When you click the button in Fig 9, you will see the option to "Choose File". It is essential the spreadsheet you upload contains the correct headers for the import to be successful. To ensure you follow the correct format you can download and edit the sample.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI4YjM0OGM0LTBjMTktNGY3Mi1hOWNhLWQ2MTljYWVhMDliZSJ9.gZdvPzcvS8NoIGO7hN6aQ8T75BSN0daOwNkJ1Rsp18g" class="fr-fic fr-fil fr-dib" width="1154" style="width: 1156px; height: 342.587px;" height="343"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 13. Choosing a file to import</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; background-color: rgb(255, 255, 255);"></p>
