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Allow all agents to add canned responses

Related products:Freshdesk
  • August 28, 2012
  • 17 replies
  • 64 views
C
Contributor
Hi,

It would be great if all agents could create canned responses, currently it seems that only admins can create new canned responses.

I would like it for agents of all levels to be allowed to create their own personal canned responses (and be able to use those along with company wide canned responses created by admins). It would also be good if canned responses could be grouped in the same way that tickets can be grouped - and the list of available canned responses is based on the group the ticket is in which you are replying to.

Thanks

17 replies

E
Community Debut
  • ebrody
  • Community Debut
  • October 2, 2012
Any word if this is going to happen?
W
Community Debut
  • webmaster
  • Community Debut
  • January 18, 2013

Please add this feature! Let us empower our agents.

A
Contributor
  • awarner20
  • Contributor
  • February 7, 2013

 Any word on this feature being added? We just ran into this with our Agents. They are doing a great job documenting processes and streamlining our workflow and allowing Canned Response creation for Agents would be a big win.


Also, the ability to insert images into Canned Response would be awesome and we often use screenshots to illustrate our written directions.

A
Community Debut
  • alix
  • Community Debut
  • April 1, 2013

+1 on this.

annapoorna.venketaraman
Skilled Expert
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Hello everyone,


Thank you for being so enthusiastic about posting in our Forums! It's my bad that I am getting back with a reply so incredibly late. 


This is very much a useful feature and I have passed it to my team. Will keep you updated. 


Thanks,

Annapoorna

Head of Community
S
Community Debut
  • support_10665
  • Community Debut
  • April 1, 2013

Annapoorna,


I am unable to access my email tickets. They all seem to have dissapeared. can you assist.

annapoorna.venketaraman
Skilled Expert
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Hey Prince, 


I hope your issue was resolved over a ticket by our support agents. 


Let me know in the issue still persists. 


Thanks,

Annapoorna 

Head of Community
S
Contributor

Hello everyone, 


Just wanted to give you a quick update. For all our customers in the Estate plan, custom roles can be assigned to the agent and they can create their own canned responses. 


For all our customer in the other plans, we are actively considering working on giving the agents the ability to create canned responses. 


Thanks 


Samyuktha

P
Community Debut
A little disappointed that upping our account is the only way to achieve this, as that isn't really something we were hoping to do at this point. Hoping that there's a future alternative so we can use canned messages to efficiently share best-practices as an org that is mainly daypass users. Thanks very much!

Ref: https://twitter.com/patconnolly/status/449703369469214720

 

M
Community Debut
  • mike_11781
  • Community Debut
  • June 28, 2014

For Garden Plan: Allowing Agents to create their own canned responses, and allowing an administrator to promote ("Make Available For") those Agent-created Canned responses to 'All Agents' or 'Agents in Group' would be a great feature. Just added a new agent, and noticed that the Agent would have to be an Administrator level to be able to create/edit Canned Responses. This Agent is responsible for Canned Responses, but not for setting-up all the other configurations available in Admin.


Alternatively, it would be a good feature to have some setting at a Group Level (or Agent Level) that allowed us to define what items in Admin that Role or Agent could utilize.

B
Community Debut
  • brian_11778
  • Community Debut
  • August 12, 2014

This seems like a relatively non-difficult problem that many users are having.

Is there any chance that in teh near future, agents will be able to create their own canned responses for personal use and/or submit them to team-wide deployment. 

Or at least allow this on a level somewhere between Admins and Agent. Canned responses are hardly on the same level as performance reviews, SLA settings, etc.

J
Contributor

Hello Everyone,


All agents can now create their own canned responses and use them from ticket replies. 

Admin permission is not required for this feature.

 

We have brought in a new default folder named "Personal" which will hold all canned responses created by the you (signed in user) where Availability is set to "Myself". 

  • As an admin, you might notice that all such canned responses  (Availability set to Myself) which were previously in other folders have now been moved to "Personal" folder.  These can be moved back if Availability is changed to "Agents in Group" or "All Agents". This update can also be found in our solution article

  • As an agent, "Personal" is the only folder which will be visible to you. Sharing or creating folders can be performed only by admins.  Kindly take a look at this solution article for more info on how agents can create canned responses.

Do let us know if you have any questions or concerns. 
J
Community Debut
  • jason.anderson
  • Community Debut
  • February 2, 2017

Hello,


Old ticket brought back to life.


We really need this feature of allowing agents to create canned responses available for all. The last thing I want is to sit and create many canned responses as I am the only admin agent that can do it.


Even if the agents can create the canned responses then I can access them and change the status to global or group.


this would be better than myself having to create them all.


V
Community Debut
  • vlangelova
  • Community Debut
  • September 21, 2018

+1. This seems still to be an issue. I would love my agents to be able to create canned replies in all folders and not only in their personal one so they don't have to do double work. Also, I do not wish to give them admin access and expose all features under the admin tab so they can create canned replies.

O
Contributor
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It really does not make sense that agents can create articles in the KB, visible to all, even customers, but not create canned responses visible to other agents. I know they can create their personal canned responses, but some answers are standard. I could imagine giving this authorisation to supervisors, but at least don't make it essential for the admin to have to do this (or move to Estate plan).

The admin cannot see the canned responses of agents if they want it to be a standard answer. So the only way to get canned responses (for all agents) from agent to admin is to copy into an email and send it, or create a KB article for the admin to copy to a canned response.


The simple answer to remove this bureaucracy is to give supervisors the rights to add canned responses visible to all agents. It can't be that difficult. 

S
Community Debut
  • stefan.koell
  • Community Debut
  • January 22, 2019

We are also looking into canned responses and our agent is not able to create canned responses for all in our team. I hope this will be available soon.

N
Community Debut

Hello Folks,


Good day!


We are happy to explore the possibilities of this feature being picked up and will notify you once there's an update on this. Kindly note that new enhancements are taken up based on the feasibility and implemented based on the number of asks. 


Cheers

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