Ticket List View & Canned Replies
Two small settings that make the agent queue faster to work in day to day.
1. Ticket List View (Settings → Ticket list view)
Configure the default columns every agent sees in the queue table:
- •Choose which columns are visible: Number, Short description (always shown), Type, Requester, Assigned To, Group, Priority, Status, Category, Updated, Age.
- •Set each column's width in pixels.
- •Reorder columns with the up/down controls.
- •A live Preview shows exactly what agents will see before you save.
This sets the organization default. Individual agents can still customize their own view from the Columns popover in the queue — their personal preference overrides the default for them only.
2. Canned Replies (Settings → Canned replies)
Canned replies are reusable snippets agents can insert into the reply box instead of retyping common answers.
Each canned reply has a title (shown in the picker) and a body, which supports these tokens — automatically filled in with the real ticket/agent details when inserted:
| Token | Replaced with |
|---|---|
{{ticket_number}} | e.g. INC-1004 |
{{ticket_title}} | The ticket's subject |
{{requester_name}} | Full name of the requester |
{{requester_first_name}} | Requester's first name only |
{{agent_name}} | The replying agent's name |
{{org_name}} | Your workspace name |
Agents can search canned replies by title directly from the reply box while working a ticket.
Next, read Closure Rules, Approvals & CSAT to control what happens when a ticket is resolved and closed.