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Canned response needs to trigger automations

Related products:Freshdesk
  • February 28, 2018
  • 4 replies
  • 23 views
D
Contributor

I would like to have the ability to add a tag or change data in my ticket questions based on a canned response that I add.  Is that possible?

4 replies

aravind.sundararajan
Skilled Expert
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Hello David,


You can use the Observer automation to look for an unique identifier that you can associate with a particular canned response and then add a tag to the ticket. You can make use of the condition Last interaction contains and then input the string that you'd like the rule to look for in the latest reply on the ticket.


Cheers!

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M
Contributor
  • miahill
  • Contributor
  • October 8, 2019

I have tried the "last interaction contains" many times and it does not work! I have reached out to support a couple of times about this, and no real solutions yet. We are ready to migrate to Freshdesk next week. We really need a way to track our canned responses and one of the ways to do this is to automate tags somehow. 


It would be most helpful to have the option to set Tags to canned responses rather than have to write various rules which may or may not work. 

L
Community Debut
  • lorenzo
  • Community Debut
  • October 29, 2019

You should definitely add the canned responses in the automation rules. Do you have any plans on releasing this anytime soon? 

O
Contributor
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@Mia maybe a bit late, but we have a rule under automations (I think it's a standard one) that does check on the text. It always works.

It is in Automations, under the tab Ticket Updates. See attached summary.

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