Insert a description or instructions in Canned Responses

  • 10 August 2022
  • 1 reply

In the Canned Responses, it would be great to have a field where we can insert a description or instructions to our team about when and how to use the response like the picture below. This part is not sent to customers, but only viewable by support staff to get additional context/direction on a specific canned response


1 reply

Userlevel 5
Badge +5

Hi @ervinjason,

Welcome to the Freshworks Community!

Thank you for the suggestion, it would be a great add on to the product without doubt, we are still in the process of adding new features to the product, that being said, we can take this up as a feature request and have this passed on to our products team. In general, the requests will be processed based on the number of users who've requested for it and based on the priority and current schedule of the feature request queue. 

Please have a look at our Ideas page, and post your ask here, we will look into this and take this up from our end.