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Agent Reply Template - Cursor Position

Related products:Freshdesk
  • February 21, 2013
  • 19 replies
  • 37 views
D
Apprentice

When replying to a user ticket the Hi {{ticket.requester.name}}, appears correctly and is a timesaver.

However the really annoying thing is that the cursor appears at the start of the same line and requires a click or keystroke or two to position it correctly before starting to type.

I have tried to reposition the cursor starting position by editing the Reply Template but to no avail.

On what is supposed to be a timesaving feature this is a real waste of time

19 replies

T
Community Debut
  • toddlando
  • Community Debut
  • May 29, 2013

Yes - agreed.  This is simple but serious issue, and should be easy for them to fix.

J
Contributor
  • joe.stacavich
  • Contributor
  • August 26, 2013

Yes please change this, would save a bunch of time.

T
Contributor
  • todd.searls
  • Contributor
  • August 27, 2013

We're demoing the product and my staff listed this as their #1 complaint with the solution.  Seems like an easy fix, let's hope they get on it soon.

B
Community Debut
  • bert.pattyn
  • Community Debut
  • October 7, 2013

Looks like a simple feature with an extra placeholder {{cursor}}


This is annoying right now.

P
Community Debut
  • paul_11097
  • Community Debut
  • March 4, 2014

 very annoying!!!! when will this be fixed?

S
Community Debut
  • sale
  • Community Debut
  • April 24, 2014

This is really a must have.


Worrying that this is not fixed after a year.

Especially when used in combination with Canned Responses.

I
Community Debut
  • info_11665
  • Community Debut
  • June 3, 2014

C'mon guys seriously, it's issues like this that make me want to give in and go back to Zendesk. :(

S
Community Debut
  • samset.tomas
  • Community Debut
  • June 5, 2014

Yes, please fix this - it's super annoying!

P
Community Debut
  • paul_11097
  • Community Debut
  • June 10, 2014
please fix!

 

D
Contributor
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This issue is so small but it frustrates me every time I see it, can you fix please?

I
Community Debut
  • info_11665
  • Community Debut
  • June 11, 2014

Seriously Freshdesk, people are screaming out for this for some time. You are still way behind Zendesk, that is why I cannot afford to cancel my Zendesk subscription and move everything over to Freshdesk. And with issues like this not being addressed you are just looking more and more like a poor man's Zendesk.

D
Contributor
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 I think that is a bit harsh to be fair, we selected Freshdesk because it won outright vs Zendesk for our use case on features and price.


This one is one of those polish issues though that sounds like an easy fix and should have been quashed quite quickly but looks can be deceiving as a non coder myself.


It would be nice to hear some feedback from Freshdesk though :)

I
Community Debut
  • info_11665
  • Community Debut
  • June 12, 2014
Sure it is harsh. But not as harsh as a bug that has been brought to their attention for over a year and is not fixed. I'm not in the business of feelings, like my customer I expect things done and completed in a timely manner. Sure I don't understand code, but if an issue like this is still evident a year later that is quiet poor and while Freshdesk support sit on their hands with no reply to this thread or an update I'll say anything to get even a murmur out of them.
A
Contributor
  • abishek
  • Contributor
  • June 12, 2014

We hear you guys and understand the frustration. The agent reply template is used for both signatures and greetings. Placing the cursor after the content will anger the set of our customers who use the reply templates for signature. The solution for this would involve making a placeholder for the cursor position in the reply template. We are working through this solution and this is not as easy as it sounds. So please bear with us while we implement a solution that will work for all parties.

A
Contributor
  • abishek
  • Contributor
  • October 19, 2014

Sorry for the delayed update. We fixed this a couple of weeks ago. When you edit the reply template in Email Notifications, we save the position of the cursor. This position is used when you click on reply in a ticket. Hope this solves the problem.

J
Active Contributor
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  • j.haguet
  • Active Contributor
  • May 21, 2015

I think it is not working when you have additional supported languages - (One for the moment in my case.)


Or maybe there is a trick.


Any one can confirm it is working ? not working ? 


Thanks 


H
Contributor
bringing up a necro thread, still happening on firefox, requires adjustment.

 

C
Contributor
  • craig_14155
  • Contributor
  • September 16, 2017

Seems like the default position should be line 2, column 0 for the cursor position of the reply template.

But thanks for making this possible. Much happier agents now.

aravind.sundararajan
Skilled Expert
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