SupportCandy Canned Reply Addon
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About SupportCandy Canned Reply Addon
When the same question arrives for the tenth time this week
In a support service, a large share of tickets repeat: how to recover access, what details are needed for a refund, where to download the invoice. Writing every answer from scratch is tiring, but the underlying problem is different: each agent replies in their own way, and the best wording ends up in someone's notepad or memory.
SupportCandy Canned Reply Addon is an add-on for the SupportCandy ticketing plugin (you need the base plugin to use it). It lets you save replies and reuse them when answering a ticket. It suits teams that want to respond faster and, above all, with the same wording every time.
Private replies, public replies and macros inside the ticket itself
It works in a straightforward way: while you reply to a ticket, you click the "Canned Reply" link, search for the reply you need and click it.
- Private replies: when an agent saves a reply, it stays private and only that agent sees it. It works as a personal library for each person on the team.
- Public replies: administrators can create replies available to all agents. This is where the business value lies: wording approved once, identical for everyone, instead of ten variants of the same message.
- Macros: you can use them inside the saved reply, so the text is not identical in every ticket. Check in the demo which macros are available.
- No cap on replies: each agent can save as many as they want, and search saves you from having to remember where each one is.
It helps to be clear about the boundaries. This add-on does not write replies for you or answer tickets automatically: it is an archive of texts that your team writes and maintains. It also does not work without SupportCandy or with other ticketing systems. And since only administrators create public replies, an agent who wants to share one of theirs with the rest will have to pass it to an administrator.
Common questions before installing SupportCandy Canned Reply Addon
Can another agent see the replies I save?
No. The ones an agent saves are private and only that agent uses them. The ones the whole team sees are only the public ones created by an administrator.
Who decides the official text for the team?
Administrators, who are the ones who can create public replies. If your brand tone matters, this is the point that interests you most.
Can the texts be personalized?
Yes, macros can be used inside the reply. Check in the demo which ones it offers to see whether they cover the details you usually repeat.
Does it work without the SupportCandy plugin?
No. It is an add-on and depends on the base ticketing plugin.
Start with public replies, not private ones
What usually happens is that each agent starts saving their own texts, and two weeks later there are three versions of the same explanation. To avoid it, set things up in this order:
- Review the latest tickets and note the questions that repeat most.
- Write a public reply for each one, with the macros you need so it does not sound like a copy.
- Ask the team to use those replies before creating their own, and keep private ones for personal or very specific cases.
- Review the public ones from time to time: if a procedure changes, the saved text will keep saying the old thing until someone edits it.
That way the tool stops being an individual shortcut and becomes the way your team replies.
Topics
Version history
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3.1.6 Current 5 Sep 2026
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3.1.5 6 Jul 2026
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3.1.4 24 Mar 2026
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Frequently asked questions
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GPL (General Public License) is the license under which WordPress and most premium plugins/themes are distributed. It grants you the right to use, modify and redistribute the software in as many projects as you want, with no domain restrictions.
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GPLClub offers its own support for installation, configuration and compatibility. For direct support from the original author (feature requests, product-specific bugs), a license purchased from the author is required.
