Tracking Canned Response Usage

  • 16 April 2019
  • 8 replies
  • 353 views

Userlevel 1

Hi Everyone, 


I believe there is an app which can be used in conjunction to FreshDesk to allow you to track the number of canned responses used within it.


Is anyone aware of what this app is called?


Thank you! 

Kirsty


8 replies

Userlevel 1
Badge +5

Hi @kirsty.clarke ,

We regret for the delay in responding.

With respect to tracking Canned responses. At the moment, we do not have the feature or an app, but please do not worry, we are working on this case with our internal teams and you’ll hear back from us soon!

Happy ticketing!:)

Badge +1

Hi,

We are also very much in need of a functionality to track the usage of canned response. This will help us to only keep the ones we need and to remove the ones we don't use.

 

Is there any update on when an app or such option will become available? Maybe in the analytics section?

 

Regards,

Kim

Userlevel 5
Badge +7

checking in to see if this is something that has been added?

 

tracking the usage of canned responses would be very helpful for us to streamline our procedures.

@Saira Tehreem - Any update on this? Thank you!

Would also be interested in this, thank you.

Yes, this would be very nice.. 

To see for each canned responses how many times it has been used, by which agents it has been used, (maybe also if a customer responds on it afterwards or not?),...This way you can improve the canned responses but you can also see if there are agents that don’t use CR and can improve their efficiency by using it..

When could this be released?

Badge +1

Hi, following along! Very interested in this too.

Badge +1

Yes, this would be very nice.. 

To see for each canned responses how many times it has been used, by which agents it has been used, (maybe also if a customer responds on it afterwards or not?),...This way you can improve the canned responses but you can also see if there are agents that don’t use CR and can improve their efficiency by using it..

When could this be released?

Is there any such a app exists? I do all my work manually to solve my hotel queries. If there is any app please give the name to me. 

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