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Include Canned Form in Canned response

L
Rank

Is there a way to to include a canned formed in canned response? This reduces the number of steps we have to do when attaching a canned form in a canned response.


Right now, we would have to do 3 steps:

  1. Add canned response.
  2. Pick a spot in the canned response where it makes sense to add the link to canned form, add it.
  3. Additional step of editing the sentence of the canned form (says we don't want it to say "Please fill out the [Form name] by clicking here" but rather "Feel free to tell us more about your request through this short form here"

aravind.sundararajan 3 years ago

Hello Linh,


We hear you. We already have an option to add canned forms in canned responses through liquid placeholders. Unfortunately, we haven't added it as a property in the 'Insert placeholders' option and it is something that we'll address in the upcoming releases. You can include a canned form using a liquid placeholder that looks like this : {{ticket.canned_form_35000000570}}

Here,

35000000570 is the ID of the canned form that you can get from the page url. Hope this helps!


Cheers!

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11 replies

aravind.sundararajan
Rank
Userlevel 4
Badge +12

Hello Linh,


We hear you. We already have an option to add canned forms in canned responses through liquid placeholders. Unfortunately, we haven't added it as a property in the 'Insert placeholders' option and it is something that we'll address in the upcoming releases. You can include a canned form using a liquid placeholder that looks like this : {{ticket.canned_form_35000000570}}

Here,

35000000570 is the ID of the canned form that you can get from the page url. Hope this helps!


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.
L
Rank

Aravind,


Thanks for your suggestion, I didn't know that was possible.Although I will need your further support.


Upon trying the liquid placeholder, the canned response now has the canned form. However, from both the receiver's end and admin's end, the link leads to a page where it says "We are sorry. You have been restricted from accessing this helpdesk page." and did not load the form.


I have tried to send the form not using canned response and the same error page appears. So it's probably that the liquid property works but somehow the form is not?

aravind.sundararajan
Rank
Userlevel 4
Badge +12

Hi Linh,


We tested it out and it seems to be working fine. If you're trying to access the form as an agent (or in the same tab where you've logged in to Freshdesk), the form might error out. This is because the canned forms haven't been built for internal use and will work only if it is accessed by someone who's not an agent in Freshdesk.


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.
Starvirgo
Rank

Hi Team,

 

Can we add a placeholder for the canned forms with an automation to collect more details when a ticket is opened?

 

Thanks

Keer
Rank
Userlevel 5
Badge +12

Hi @Starvirgo, we hope you are doing well today. You can use the liquid placeholder as Aravind had suggested earlier and it works in the automation as well.  

You can set up an automation rule by navigating to Admin → Automations → Tickets → Rules that run on ticket creation to achieve the same. Add the conditions as per your use case and add, choose ‘send email to requester’ as one of the actions to be performed. In the description box, you can include the placeholder for the canned form.  

Adding the canned forms using the ‘Insert Placeholder’ option is in the pipeline and we’ll be sure to post an update here once it’s live. 

If you have further queries on the same, please post them here and we’d be glad to help. 

Cheers, Keer, Freshworks Community Team
Starvirgo
Rank

Thank you for the 

Hi @Starvirgo, we hope you are doing well today. You can use the liquid placeholder as Aravind had suggested earlier and it works in the automation as well.  

You can set up an automation rule by navigating to Admin → Automations → Tickets → Rules that run on ticket creation to achieve the same. Add the conditions as per your use case and add, choose ‘send email to requester’ as one of the actions to be performed. In the description box, you can include the placeholder for the canned form.  

Adding the canned forms using the ‘Insert Placeholder’ option is in the pipeline and we’ll be sure to post an update here once it’s live. 

If you have further queries on the same, please post them here and we’d be glad to help. 

 

Thank you for the reply.

 

I tried the above step on a test account but the placeholder is not populating the form at the user end. Anything I am missing?

It was showing the same placeholder text in the email.

 

 

Keer
Rank
Userlevel 5
Badge +12

Thank you for the 

Hi @Starvirgo, we hope you are doing well today. You can use the liquid placeholder as Aravind had suggested earlier and it works in the automation as well.  

You can set up an automation rule by navigating to Admin → Automations → Tickets → Rules that run on ticket creation to achieve the same. Add the conditions as per your use case and add, choose ‘send email to requester’ as one of the actions to be performed. In the description box, you can include the placeholder for the canned form.  

Adding the canned forms using the ‘Insert Placeholder’ option is in the pipeline and we’ll be sure to post an update here once it’s live. 

If you have further queries on the same, please post them here and we’d be glad to help. 

 

Thank you for the reply.

 

I tried the above step on a test account but the placeholder is not populating the form at the user end. Anything I am missing?

It was showing the same placeholder text in the email.

 

 

Hi @Starvirgo, that shouldn’t be the case. We’ve created a ticket to have this checked further. Please check your inbox for an email from our team. Have a good day :) 

Cheers, Keer, Freshworks Community Team
patri8t
Rank

@Keer 

Does this canned form place holder still work? I have tried it and the email sent out only has the text of the message but the form does not appear. 

 

LorneH
Rank
Badge +1

@patri8t just testing this and the liquid link seems to be working in a canned response that is in a reply to the customer but does not seem to work when trying to use in a email template or canned response for new outbound email.

@Keer why is there a difference in using the link in a canned response to reply to a customer as compared to email template to create a new outbound email to a customer 

patri8t
Rank

I got it to work after chatting a support person at FreshDesk. The weird thing is that the link I used {{ticket.canned_form_69000001057}} didn’t work for me, but when the support tech was granted access to our Freshdesk and did the same link it did work. I didn’t think to ask if the link requires something other than typing it out like some sort of complier. The only way it works is with the link they typed out which looks just like mine that doesn’t work. 

LorneH
Rank
Badge +1

FreshDesk support confirmed that embedding the Canned Form link in a ticket template doesn’t currently work.

So I’ve figured out a bit of a workaround - have the agent create the ticket on behalf of the customer using a template and then as a separate step have them reply to the ticket using a canned response that contains the canned form. 

Not elegant but workable 

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