We've brought this up numerous times before.
Please allow agents to use canned responses when creating tickets. We've invested a lot of time creating many canned responses that unfortunately can only be used when responding to inquiries. (ALSO THEY CANNOT BE ORGANIZED!) Having agents keep windows open so they can load and copy responses to enter into tickets they are creating is not efficient, nor an intelligent method of working.
Most patiently awaiting a response. .. again.
Thank you.
Hello,
My apologies for the late reply and I am really sorry if you had not received a response earlier. We do understand that the canned response saves a lot of time and energy while replying to the same queries over and over again. We are considering giving agents the power to create canned responses. I will keep you posted with the developments.
Thanks
Hello,
Agents would be able to add canned responses in the new ticket/new outbound email page. Solution articles haven't yet made their way in the Outbound email page. You can follow this thread and upvote if it interests you.
Cheers!
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