Answer the same question once, reuse it forever.
Most support email is the same handful of questions over and over. Saved replies in Solves keep your best answers ready to drop into a reply, scoped to a single brand or shared across the whole organisation, so you write less, stay consistent, and still send as the right brand every time.
Inside a ticket
Insert a reply, set the state, send as the right brand
Drop a saved reply into the composer, personalise it, then set the ticket state in the same place. The signature comes from the ticket's brand mailbox, so the message goes out as the brand the customer wrote to.
- Saved replies sit beside the composer, scoped per brand or organisation-wide
- Set the state as you reply: Waiting for Customer, Snoozed or Resolved
- The brand-correct signature is taken from the ticket mailbox, not the snippet
The short answer
What is a canned response?
A canned response, also called a saved reply or a macro, is a pre-written answer you keep ready for a question you field again and again. Instead of retyping the same explanation, you pick the right saved reply, drop it into your reply, edit it for the customer in front of you, and send. It saves time and keeps your wording consistent.
In Solves a saved reply is scoped, not loose. You decide whether each one belongs to a single brand or to the whole organisation. Brand-scoped replies carry the tone and wording for that brand. Organisation-wide replies cover the answers every brand shares, such as how to update billing details or where to find an order number.
The workflow is deliberately plain. Open a ticket, insert the saved reply you need, personalise the parts that are specific to this customer, then set the ticket state, for example to Waiting for Customer or Resolved. The signature that goes out is taken from the ticket's brand mailbox, so the message looks like it came from the brand the customer actually wrote to.
Saved replies in Solves insert as text you read and tailor before sending. They do not auto-fill dynamic fields such as a customer's name. That is a conscious choice: a saved reply that always inserts cleanly beats a templating engine that quietly fills in the wrong name. Merge variables are something we may add later; today the job is insert, personalise, send.
What you get
Saved replies that fit a multi-brand desk
Brand-scoped or shared
Scope a saved reply to one brand for its own tone, or make it organisation-wide for answers every brand shares. Each reply shows where it applies.
Insert beside the composer
Your saved replies sit next to the reply box, so the answer you need is a click away while you are working the ticket, not buried in a settings page.
Brand-correct signature
The signature is taken from the ticket's brand mailbox, never from the snippet, so a reply for one brand never goes out wearing another brand's sign-off.
Always editable
A saved reply is a starting point, not a locked message. You read it, personalise the customer-specific parts, and send a reply that reads like a person wrote it.
Pairs with ticket state
Insert the reply, then set the state in the same place: Waiting for Customer, Snoozed or Resolved. Saved replies fit the way you already close out tickets.
Encrypted at rest
Saved-reply text is customer content, so it is encrypted at rest with per-organisation keys and only authorised teammates can reach it.
How it works
From repeat question to a sent reply in seconds
Build your library
Write your best answers once. Scope each one to a single brand for its own wording, or organisation-wide for questions every brand shares.
Insert and personalise
Open a ticket, drop in the saved reply you need, then edit the parts that are specific to this customer so the message never reads like a form letter.
Set the state and send
Send the reply with the brand-correct signature, and set the ticket state in the same step, so the queue stays accurate as you work.
In practice
Why saved replies matter on a busy queue
On most support inboxes a small set of questions makes up a large share of the volume: where is my order, how do I change my plan, how do I reset access. Typing those answers fresh every time is slow and drifts off-message as different people word them differently. Saved replies fix both problems at once: faster first responses and a consistent voice, without copying and pasting from a document nobody keeps up to date.
Consistency across the whole team
When the answer to a common question is agreed once and saved, every teammate gives the same accurate reply, including helpers who picked up overflow on a busy Monday. New starters get up to speed faster because the wording your team trusts is already in front of them. Update the saved reply once and the next person to use it sends the improved version.
Consistency per brand, not just per team
A multi-brand desk needs more than one tone of voice. A brand-scoped saved reply lets each brand sound like itself, while organisation-wide replies keep shared answers in one place. Because the signature comes from the ticket's brand mailbox, the right wording and the right sign-off always travel together, so a Harbour customer never gets a reply that signs off as Kiln.
Saved replies and SLAs work together
Faster first responses are not only kinder to customers, they help you meet your service-level targets. Solves runs first-response and resolution SLA timers, with a breaching view that surfaces overdue tickets. Saved replies shave time off the part you control, the first useful answer, so a small team can keep response times dependable without rushing the wording.
No merge variables, on purpose
Saved replies in Solves insert as text you read and tailor before sending. They do not auto-fill dynamic fields, so a reply never goes out with the wrong name auto-inserted. If you want a name, you type it, which keeps you reading the message before it sends.
FAQ
Saved reply questions
What is a canned response?
A canned response, also called a saved reply, is a pre-written answer you keep on hand for a question you get over and over, so you do not retype it each time. You pick the relevant saved reply, drop it into your reply, edit it for the customer in front of you, then send. In Solves, saved replies are scoped per brand or shared across the whole organisation, so the right wording reaches the right customer.
Do saved replies in Solves support merge fields or placeholders?
Not yet. A saved reply in Solves inserts as text that you read, tailor and send, rather than auto-filling fields like a customer name. We would rather ship a saved reply that always inserts cleanly than a templating system that fills the wrong name. Dynamic placeholders are something we may add later; today the workflow is insert, personalise, send.
Can each brand have its own saved replies?
Yes. A saved reply can be scoped to a single brand or made organisation-wide. Brand-scoped replies carry the wording and tone for that brand, while organisation-wide replies cover answers every brand shares, such as how to reset a password. When you reply, the signature is taken from the ticket's brand mailbox, so the message goes out as the brand the customer wrote to.
Is a saved-reply tool like Typedesk free, and how much does it cost?
Standalone text-expander tools that paste snippets across any app are typically sold on their own per-user subscriptions, sometimes with a limited free tier and paid plans above it; pricing changes often, so check the vendor for the current figure. The difference in Solves is that saved replies live inside the helpdesk, scoped to the brand and the ticket, so the correct signature and history travel with the message rather than being a clipboard snippet bolted on top.
How many saved replies can I keep?
You build a library that suits your team: a set of organisation-wide replies for shared questions, plus brand-scoped replies for the wording each brand uses. They sit alongside the composer so they are quick to find while you are answering a ticket, and you can refine them as your common questions change.
Stop retyping the same answer
Start at £29, or let us help you bring your existing saved replies across when you join the early-adopter pilot.