- Within a ticket reply, navigate to the 'editor toolbar' at the bottom of the message and click on the chat bubble with the star icon 'Canned Responses'.
- A pop up panel will appear on the right hand side.
- Type in the canned response title and change the folder name to narrow the search.
- Click on the title of the article for it to appear.
- The content of the article will preview.
- Click on the Square with the + icon to insert the Canned Response into your message.
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