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Canned Responses inserting before Signature on Replies

  • 20 February 2018
  • 26 replies
  • 226 views
S
Rank

I have a signature for my agent profile, with several line breaks above the signature to allow it some space from my replies.




When I reply to a ticket, my signature is inserted at the bottom of my reply as expected.




If I then insert a canned response, the canned response is inserted after my signature(!).




I have checked my email templates, and the cursor is positioned on the next line after my greeting (i.e. "Hello,)




How can I make it so my canned responses appear in the message body and not after my signature?


26 replies

O
Rank
Badge +7
I also have this problem. Since recently both canned responses and KB links are inserted at the end of a reply, instead of at the cursor location as in the past.

 


J
Rank

I spoke with support and they mentioned this is a known issue they are working on, but no timeline as of yet. 


S
Rank

Yes, it seems like a recent issue to me, too. Glad to hear they are aware of it.




In the meantime, I have appended my signature to my Canned replies (as I am the sole agent anyway). This seems to work even better than having my signature tied to my agent profile, as the canned replies support HTML formatting, which my [complicated] signature requires.


M
Rank

We also have this problem, good to know that they're aware and working on it! Hope they fix it soon. Good tips Bryanus!


S
Rank

Funny. I just realized the title of my issue is incorrect and states the replies are inserted 'before' the signature instead of 'after'! Looking forward to the fix...soon I hope!


aravind.sundararajan
Rank
Userlevel 4
Badge +12

Hello,


There were couple of issues with the cursor position on the mint interface :

1. Cursor position seem to jump randomly to the start of the editor while typing out a reply


2. Cursor position shifts to the end of the editor when a canned response/solution article gets added to the response


We've already fixed the case 1 and the team has made quite some progress with the fix for the second case. You can expect this to be rolled out soon and I'll communicate any further developments on this thread.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
D
Rank

Any updates on this?


aravind.sundararajan
Rank
Userlevel 4
Badge +12

Hi,


The bug with the solution article/canned response position in the reply has been fixed.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
V
Rank

We are also seeing this issue come up again, is this being fixed again? Thank you!


S
Rank

Yes, it seems this issue has come back. Canned Replies are being inserted AFTER my signature.


S
Rank

We are also having this issue. Resolution would be greatly appreciated 

J
Rank

This is happening for all of our users.

L
Rank

this is happening for all our users as well. 


R
Rank

Hello Freshdesk Team. 


Our company has been experiencing this issue for some time now. Every time we insert canned responses into an email, the response appears underneath the email signature. 


Our Support Team contacted Freshdesk about this over a month ago and were told that this problem would be resolved in the next update. 


We are still waiting for this problem to be resolved. 


Would you be able to provide us with a more accurate time period of how long we will be needing to wait until the next update? That way we can manage our Freshdesk responses accordingly. 


We hope to see this issue resolved soon. 


Thank you. 


Regards, 


Rachael 

R
Rank

Hello Freshdesk team. 


Our company has been experiencing this issue for some time now. Every time we insert canned responses into an email, the response appears underneath the email signature. 


Our Support Team contacted Freshdesk about this over a month ago and were told that this problem would be resolved in the next update. 


We are still waiting for this problem to be resolved. 


Would you be able to provide us with a more accurate time period of how long we will be needing to wait until the next update? That way we can manage our Freshdesk responses accordingly. 


We hope to see this issue resolved soon. 


Thank you. 


Regards, 


Rachael 


D
Rank

I join Rachael in expressing quite a bit of frustration that this is happening.  It adds a lot of time to our workflow.  When will it be fixed??


B
Rank

Its not a fix, but if you have the cursor where you want it and type /C and hit enter you can select the canned response and it will put it where your cursor was.


D
Rank

Unfortunately, that actually doesn't work or that's what I would always do.  


D
Rank

Unfortunately, putting the cursor where I want the canned response doesn't work or that's what I'd already do.  I'm really hoping someone is looking at this bug because it's really annoying.

B
Rank

Did you try actually pressing /C ENTER on the keyboard, on a computer?


S
Rank

@Diana- We understand how hard this must be keeping in mind that adding canned responses should help the agents save time and increase efficiency. The issue has resurfaced about a few weeks ago and our dev team is almost ready with the fix. We have logged a ticket for you and you should be hearing from us once the fix is live.

Thanks!

Suprabha, Freshdesk Community
D
Rank

That's wonderful!  Thank you so much!


V
Rank

@Suprabha Somanathan Any update on this, has the fix gone live yet? Thank you!


hemanth.ramya
Userlevel 5
Badge +9

Hello everyone,


Thanks for being patient with us. Our development team has fixed the issue with canned response and you should not face this anymore. If in case you still encounter any discrepancies, please feel free to write to support@freshdesk.com and we will have this checked for you.


Cheers!

Ramya, Freshworks Community
DelmerViramontes12
Rank

How can I prevent Gmail from attaching my signature to replies? ... or disable it and use a canned response for new emails ... settings > tick the option under your signature for "Insert this signature before quoted text in replies.

I did the same settings for this blog.

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