In our efforts to assist customers, we've observed that the range of inquiries we receive can be categorized into specific types, which ideally should correlate with a finite set of predefined responses.
Although our current system allows us to search for these canned responses, enhancing the link between the type of ticket and the corresponding canned response would streamline our process.
Introducing a feature such as 'canned response typing' could be beneficial. This would ensure that using a canned response would automatically set the ticket type (and perhaps influence other fields).
Take for instance, a customer contacting us regarding a missing order.
We have two scenarios:
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If the ticket has already been classified under the 'missing order' type, this would prompt the canned response system to prioritize relevant responses.
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If the ticket hasn't been assigned a type yet, utilizing a canned response should ideally set the ticket to the corresponding type or at least propose the option to do so.
The said categorization should be integrated into both the exported data and the API.
For more details, refer to: https://developers.freshdesk.com/api/#canned-responses
