How to add pre-defined notes on a chat.
To add pre-defined notes to a chat, follow these steps:
First, access the service desk module on side navigation bar and select "Tickets" section.
Find the ticket you wish to use to communicate with the user and click on it to open it.
At the bottom of the chat window, look for the "+" icon and click on it.
An action bar will appear; locate "canned notes" and click on it.
A new screen will appear; click on "Canned notes" drop down window and select the pre-defined note you want to send to user or update on ticket.
The notes field will get updated from saved canned notes and If required you can update the added details.
At the bottom of the screen, select the visibility of the files from options Public, Private and Self.
Click on "Save" to save the files.
