Shared canned responses

Each inbox has it's own set of canned responses to give teams/departments full autonomy over their procedures. But sometimes certain canned responses could be used by multiple departments in a company. In such cases, it may makes sense to share such canned responses among multiple inboxes.

A shared canned response is owned and managed from a single inbox (the inbox where it was originally created).

In all other ways they behave the same way. They show up in the canned response listings page for the shared inboxes and the users are given access to them while replying to tickets in those inboxes.