Last updated: 2020-05-07

Source: https://support.freshservice.com/support/solutions/articles/50000000390-if-an-agent-creates-a-canned-response-is-there-a-way-to-send-it-to-all-agents-

Based on the visibility that has been set for a Canned response, Administrators would be able to share the Canned response with a group of agents or all agents in the helpdesk.

For further information, you can refer to the below solution article:

https://support.freshservice.com/support/solutions/articles/157147-creating-common-reply-templates-with-canned-responses