Collect structured details on submit and reuse standard answers.
Custom fields appear on the submit form or ticket edit screen. Canned replies insert prepared HTML into a staff response.
Custom fields
- Use list or radio fields for known values such as Joomla version.
- Limit required fields so guests are not blocked by detail they do not have yet.
- Scope a field to one department when it only applies there.
Canned replies
Write short, specific replies for common outcomes: request a screenshot, confirm a refund window, or explain cache clearing. Optional status or assignment changes can be attached to a reply.