Getting Started
First Time Setup
Getting Started With Jobs
Getting Started with Ticketing
Setting Sonar up for Billing
Getting Started with Accounts
Getting Started with Inventory
Baseline Configuration
User Specific Resources
Accounts
Account Types: Overview & Example Use Cases
Account Statuses: Overview & Example Use Cases
Account Management View: Overview
Scheduled Events: Overview & Use Cases
Notes & Tasks: Best Practices & Use Cases
Child Accounts: Best Practices & How Tos
Disconnecting an Account
Account List View: Overview
Lead Intake Form Processing
Account Groups: Overview & Example Use Cases
Serviceable Addresses: Overview and Usage
Creating a New Account
Billing
Setting up Bank Account & Credit Card Processors
Billing Settings
Billing Defaults
Taxes Setup
General Ledger Codes: Overview
Services: Overview
Building a Data Service
Building Packages
Delinquency Billing Best Practices
Accounts in Vacation Mode
Batch Payments & Deposit Slips: Overview
Creating Discounts for Services and Packages
Setting Up Payment Methods and Taking Payments
Canadian ACH tool
Printed Invoice Batches: Overview
Delinquency Exclusions: Overview and Use Cases
Multi-Month Billing & Multi-Month Services
How to Take Bank Account Payments
Email Invoice Batch: Overview
Manual Transactions
ACH Batching: Overview
Billing Calculator
Proration Calculator
Usage Based Billing Policies: Overview and Usage
How to: Adding a Service to an Account
Usage Based Billing Policy Free Periods: Overview and Usage
Communication
Setting up an Outbound Email Domain
Triggered Emails: Setup
Call Logs: General Best Practices
Using the Mass Email Tool
Email Messages: Example Content
Email Categories: Overview & Use Cases
Email Variables & Conditions
Trigger Explanations
Companies
Financial
Contract Templates
Invoice Attachment Use Cases & PDF Examples
Invoice Messages: Overview & Use Cases
FCC Form 477: General Overview and Usage
Invoices in Sonar: Examples, Creation & Contents
Integrations
Inventory
Setup of Inventory: Manufacturers, Categories, and Assignees
Inventory List View: Overview
Inventory Model Management: General Overview
Tracking and Using Consumable Inventory
Jobs
Job Types: Best Practices
Setting Up Schedules General Overview
Applying Task Templates to Jobs
Example Jobs & Templates
Scheduling How-to: Creating and Booking a Job
Geofences: Overview
Jobs and Scheduling: Overview
Mapping
Misc.
Monitoring
Building a Monitoring Template
Pollers: General Overview, Deployment Strategy, Build Out & Setup
Building Alerting Rotations
Networking
IP Assignments & Sonar
MikroTik: Setting Up a Sonar Controlled DHCP Server
Setting Up a DHCP Batcher
IPAM: Basic Setup
MikroTik as an Inline Device: Integration With Sonar
MikroTik: Controlling Speeds
MikroTik: Controlling Access
Setting Up CoA Proxy
RADIUS: Building Reply Attributes
Data Usage Available Methods
Pulse, Polling, and PHP
MikroTik: Creating a Self-signed Certificate for use in API-SSL
IPAM: Overview
LTE Integration
Sonar Flow
RADIUS: Build-Out & Integration with Sonar
Network Dashboard: Overview
Being Cloud Native
Building a Device Mapper
Sonar IP Addressing
Automating IP Assignments, Data Rates, and Network Access in Sonar
Network Sites: Management View Overview
Building RADIUS Groups
Building Address Lists
Finding your OIDs
Security
User Role Creation & Best Practices
Removing a Terminated Employee In Sonar
Password Policy In Depth
Application Firewall: General Overview and Best Practices
Users: Overview
Role Creation using GraphiQL
System
How to Best Use Global Search
How Your Data is Backed Up
How To Use GraphiQL to Understand the Sonar API
Frequently Used Terms
Sonar's Rich Text Editor
Mutations in the Sonar API
Notification Preferences
API Calls Using Third Party Applications - Personal Access Tokens
The New Sonar API
A Deeper Dive into the New Sonar API
Consuming the Sonar API
Filtering: Simple vs Advanced
API Wrappers for V1 Compatibility
My Info: Your Personal User Settings
Customizing your Customer Portal
Release Notes
Reporting
Ticketing
Ticketing: Overview
Canned Replies Examples & Templates
Canned Reply Categories
Inbound Mailboxes Example Build
Ticket Categories Best Practices & Example Build
Ticket Groups To Consider
Using Parent Tickets
How to Integrate Inbound Mailboxes with Slack
Advanced Ticketing Features
Accounting with Sonar
Working With the Sonar Team & Additional Resources
Table of Contents
- All Categories
- Ticketing
- Canned Replies Examples & Templates
Canned Replies Examples & Templates
Updated
by Julianna Durie
Read Time: 3 mins
Canned Replies Examples and Templates
Canned replies are template answers used for ticket responses to your customers. This functionality is to provide you a quick and standard answer to repetitive questions in an efficient manner. These canned replies can be used for regular questions about where to send payments, to respond to tickets regarding a specific tower interruption, or payment processor outage. They can also be used for internal purposes, such as reporting failed installs. Canned replies are an excellent way to speed communication between your company and your customers and also internally among your employees.
How to Create a Canned Reply Template for Ticketing
To create a Canned Reply Template go to Settings > Ticketing > Canned Replies. On the top right side, click on the blue “Create” button.
A Canned Reply has three parts, all of which are required and displayed below:

- Name: This is the title the employee will see under the category. It should be brief but also informative. Example: Payment Mailing Address or Router Doesn’t Turn On.
- Body: This houses the actual text of the reply. The body is fully customizable, providing document processor features, such as different header sizes, bold etc. and also allows for the use of variables, which are available from the Variable menu (as seen below).At this time, the template does not allow you select different font types within the contracts. For more information on the tools available in Sonar's rich text editor, take a look at the documentation here.
- Canned Reply Category: This is where you will define the category that the canned reply should be associated with.
Once you have saved the canned reply it will appear in the Canned Replies list. From here, you will be able to see the name of the canned reply, what category it is contained within, and will also have the option to view the full body text in a separate window (through clicking "View" under the Body column).
Examples of Canned Reply Topics and Canned Replies
Canned reply categories should make it easy for your employees to find canned replies. Below are some examples of canned replies for particular topics that are commonly experienced.
- Basic Residential Service Information
- BitTorrent Flooding NAT
- Equipment Needed
- Extra Height Needed Follow Up
- Extra Height TV Tower
- Final Bill Old Equipment (No pickup)
- Final Bill and Equipment Recovery
- New Install Follow Up
- New Lead: Out of Service Area
- New VoIP Service
- Options When Over Data Cap (NEW PACKAGES)
- Package Upgrade Higher Usage
- Router Wireless Settings Guide
- Trees Need Cut
Best Practices for Canned Replies
- They should be informative and simple.
- Should be used for answers that are repeated, such as what to do if your internet speed is slow or where to send your payments.
- Canned replies can be updated as your policies change - you are able to keep the same name but change the body of the reply, as needed.
- Canned replies are also intended for your internal employee usage, such as technicians in the field. This allows them to report issues in tickets in a faster manner.
- The canned replies can be changed and/or edited from within the ticket; the information is standardized but an employee still has the option to add or delete information in the canned reply, if necessary.