Docs/Support/API/Canned Responses

Canned Responses API

Author and manage reusable message macros, keyboard shortcuts, dynamic parameter placeholders (e.g. {{customer_name}}, {{ticket_id}}), and department-scoped snippets.

Macro Scoping: Responses with department_id: null are globally accessible to all support agents. Assigning a specific department restricts visibility to members of that queue.

Searches and lists reusable response templates with search and department filtering.

List Canned ResponsesAuth

Fetch reusable message macros for quick agent replies.

Status Codes

Name
200
Type
HTTP
Description
Canned responses list returned successfully
Name
401
Type
HTTP
Description
Unauthorized - missing or invalid agent token

Query Parameters

Name
search
Type
string
Description
Keyword search across template title, shortcut, and content.
Name
department_id
Type
UUID
Description
Filter by specific department scope or omit to include global macros.

Request

GET/v1/support/canned-responses

Response 200

Creates a new reusable response template. Global templates have department_id: null while department-specific templates are scoped accordingly.

Create Canned ResponseAuth

Create a new macro response template.

Payload Example

{
  "title": "SSO Certificate Rotation",
  "content": "Hello {{customer_name}}, we have updated our SAML IdP metadata. Please download the new certificate bundle here: {{cert_url}}",
  "shortcut": "/samlcert",
  "department_id": "e6741753-ff88-46d4-a81d-e6b761745484"
}

Status Codes

Name
201
Type
HTTP
Description
Canned response created successfully
Name
400
Type
HTTP
Description
Missing title or content, or duplicate shortcut

Request Parameters

Name
title
Type
string
Required
Description
Short human-readable name of the template.
Name
content
Type
string
Required
Description
Template message body supporting handlebars interpolation placeholders.
Name
shortcut
Type
string
Example
eg. /samlcert
Description
Quick slash shortcut triggering auto-complete in ticket message editors.
Name
department_id
Type
UUID
Description
Optional department UUID to limit template visibility.

Request

POST/v1/support/canned-responses

Response 201

Updates template content, title, shortcut, or department scope.

Update Canned ResponseAuth

Update an existing response template.

Payload Example

{
  "title": "Updated Password Reset",
  "content": "Hi {{customer_name}}, please use: {{reset_url}}",
  "shortcut": "/pwd"
}

Status Codes

Name
200
Type
HTTP
Description
Canned response updated successfully
Name
404
Type
HTTP
Description
Canned response not found

Request

PUT/v1/support/canned-responses/{id}

Response 200

Permanently removes a response template.

Delete Canned ResponseAuth

Delete a response template.

Status Codes

Name
200
Type
HTTP
Description
Canned response deleted
Name
404
Type
HTTP
Description
Canned response not found

Request

DELETE/v1/support/canned-responses/{id}

Response 200