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Ability to create a canned response right when replying

Related products:Freshdesk
  • June 26, 2013
  • 8 replies
  • 24 views
S
Apprentice
It would be very helpful and efficient to be able to create a canned response right when a response has been written. Before sending the reply, a link under the "canned response" menu could be "add new response" and it would take the text from the reply and confirm solution title etc. It's very annoying to have to first copy the text, send the the reply then go into admin>canned solutions, create the new solution then return to the ticket queue to continue ...

8 replies

annapoorna.venketaraman
Skilled Expert
Forum|alt.badge.img+8

Hey Sam, 


Thank you for posting on our Forums. 


This indeed seems like a good feature to have. I have passed it to our Product Management team so that we can think it over and see if it is feasible to bring it in our future updates. 


Please keep such ideas coming in. 


Thanks,

Anna

Head of Community
S
Contributor
  • stefan_10564
  • Contributor
  • July 1, 2013
Good idea. Plus it would be nice to trigger a canned response when typing something like:

@cannedresponse1

That should place the text of the canned response directly in the reply. Way faster then clicking through the canned responses.

 

L
Community Debut
  • laureen
  • Community Debut
  • February 21, 2015

This would save a ton of time especially for new users of freshdesk that don't have a bank of canned replies / solutions to pull from.  I see this original request is over two years old.   I guess I shouldn't get my hopes up right? :)

C
Community Debut
  • cutiepiesatan
  • Community Debut
  • October 21, 2015
Yes!
P
Community Debut
  • petra
  • Community Debut
  • April 19, 2016

Yes PLEASE! This would save a lot of time as at the moment agents have to send me their responses and I add them. This way they could do them themselves.

M
Apprentice
  • meg.oka
  • Apprentice
  • November 2, 2016

I'm surprised this isn't a feature. Even our super old and clunky version of Kayako had this ability. For all of Freshdesk's focus on automation and saving agents from having to repeat the same actions over and over again, this seems like a pretty critical thing to have missed.

A
Contributor
  • adam.feldman
  • Contributor
  • November 2, 2016
This would definitely be helpful. It hurts me to think of all the replies I have written and failed to add as canned responses.
aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Hello,


The ability to automatically create canned responses from an existing ticket reply would definitely be a great time saver for agents. We'll see if we can get this added in our future sprints. 


Also, I would like to recommend the Quick actions in ticket replies which allows you to quickly search & insert canned responses/solution articles without having to click on the respective icons.


Cheers!

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