It would be great if there was a way to block agents from creating personal canned responses. We want the manager to be able to approve the responses but there is no way to block agents from creating their own.
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Block agents from creating personal canned responses
+7In my view blocking personal canned responses is a waste of resources. An agent can also keep canned responses as a text document and use copy/paste to include them in a ticket. But I agree that it would make sense to have an approval step in place, so that agents could supply suggestions and a manager could approve them so they are available for all agents.
We appreciate you for bringing this to our attention.
Approval for personal canned response is one of the requests that's been added to the pipleline. Our product managers are exploring the possibilities of implementing this and we'll keep you posted once there's an update on this.
Thanks!
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