What is the difference between a canned response and an auto reply?
Updated September 16, 2026
An auto reply is sent by Deskhero automatically when a ticket is created, with nobody involved, and is set up under Configurations > Auto Replies. A canned response is inserted by a User into the reply editor and sent by that User, who can edit it first. Use auto replies for acknowledgements and canned responses for answers to questions that keep coming back.
Did this answer help you?