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Canned Response creation from within Ticket View

Related products:Freshdesk
  • February 27, 2014
  • 7 replies
  • 50 views
S
Apprentice

 

For our new game, I have been creating a lot of Canned Replies on demand - when I realise users asking the same thing over and over again.


However, for our use case - when you do not have someone hit ahead of time and create canned responses (which I think would be true for quite a number of startups), it would be great if after typing out an email, there would be a one button click to copy that text into a canned response.


Currently, having to go to Admin > Canned Response everytime you think this answer can be canned, is a bit of a chore.


Thanks.

7 replies

M
Contributor
  • marc_11439
  • Contributor
  • February 27, 2014

I like, but I think a canned response needs to have an "approval" process similar to solutions. We would not want every agent to be able to quick create a canned response and then it is getting used by agents in responses out to customers without any management review/approval of the content.


Marc

S
Apprentice
  • saurabh
  • Author
  • Apprentice
  • February 27, 2014
Thanks Marc. I agree with your point. However in small startups like ours, the management and the support agents are the same people :)
Maybe have that button enabled only if the user has Admin access?

Saurabh

 

M
Contributor
  • marc_11439
  • Contributor
  • February 27, 2014

As someone who is both management and agent, I agree!!



J
Contributor
  • jsohn
  • Contributor
  • February 28, 2014
I think it should be that any agent can create canned replies in a ticket that only they can see/work with. Highlight text and then click a button that says "Make Canned Response" - prompt for name. Done. But an administrator should see the same with ability for the canned response to be only for them or for all agents or maybe even for a given group. I believe that will solve the problem for all sides, no?
S
Contributor

Hello everyone, 


We do want to make the process of creating canned responses as easy as possible. We are considering working on this. I will keep you posted with the developments.


Regards 



F
Community Debut

Hi this is an issue I would like to also raise - Canned responses are key to my business and these are occasionally need to be sent from a new email / ticket. This is not just clearer for the recipient but in my eyes more professional. I think you need to consider this feature asap as it would make an already good service great. Many thanks.

Farah21523
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  • Farah21523
  • February 4, 2026

Totally agree that extra admin hop really breaks the flow. A quick “Save as Canned Reply” button right after sending would be a huge win, especially for early-stage teams figuring things out on the fly. It’s a bit like Letter Boxed answers. The game feels best when you can keep chaining letters smoothly without jumping out of the puzzle every time.

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