Canned responses, spam filters, and fields

**Canned responses** help you answer frequently asked questions more quickly. When creating a response, enter a clear title, draft the text, and—if necessary—assign one or more Tickets types. By selecting type Tickets in the form, Hanna can offer solutions tailored to that process.

Last updated 20 days ago

Spam filters block emails based on:

the sender's address;
the email subject;
a phrase found in the text.

Use the most precise values possible. A phrase that is too short or generic might also block legitimate customer emails. A sender can also be blocked directly from the Tickets card itself.

In the module field settings, you can modify the visibility, requirement status, default value, and helper text for standard Tickets fields. Custom fields are intended for information specific to your organization. They can be linked to Tickets types so that only the necessary fields are displayed on different forms.

When changing a type, keep in mind its connections to statuses, canned responses, closing questions, and custom fields. Test the new configuration using a new Tickets form before putting it into daily use.

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