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Hi,

The reply template is a great idea. 

However the various groups within our company require different elements in their template. 


For example: We currently have the ticket url placeholder in our template, and although most replies we send out need it, some teams do not.


It would be good to have the ability to create multiple reply templates which can be assigned to one or more agent group.

Hey Henry,


Thank you for raising this request in our Forums as well.


So yes, we do have plans to implement this but no concrete ETA right now. 


Keep such ideas coming in!


Thanks,

Annapoorna 

 This feature would be fantastic. It would also be good if the different groups could select _which_ emails notifications to send per group.

Has there been any progress on these plans yet?

We have a group of users in Germany, and they need a reply template in German. Or to not send a reply template at all as an alternative. If there is any workaround in the meantime, please let me know. Thanks!

This feature would be a HUGE win for the Multi-brand support aspect of Freshdesk. We have to support multiple brands and would use this feature.

Did this ever get implemented?

Unique templates/signatures can be done through their Custom Apps, we've been using it for ~2 years now. I'd suggest raising a ticket with their support team for the code.

The 'hack' of trying to create unique templates/signatures through a Custom App / Freshplug only works within the ticket creation screen, not across all reply templates or for outbound emails. It is also not very maintainable. This is a huge frustration for us and anyone who has the need to operate multiple brands with custom content (such as images / logos, footer text) beyond just the very simple product name placeholder field.

Basically for all email correspondence (ALL reply templates, any outbound emails and any other generated emails) that we send out we need to have a specific brand logo and brand text in the email. Currently it is not possible to do this in a reliable way. This is a key feature that I'm surprised still has not been implemented after 3 years.

In a similar vein another key multi product feature missing is the ability to categorise canned responses by product / group (since they normally contain brand / product specific content) and when an agent opens the canned response list only show those relevant to the current tickets product / group. This is important to remove the burden from the agent of selecting the correct folder of canned responses and not accidentally sending out an email from the wrong brand / product.

 

Another FR to add to the list is the fact that the agent name is a single field when it should be two (first name & last name). It is a good customer experience if the emails have the name of the agent in the response but we wish not to include their last name for security reasons. A work around would be to allow the insertion of the agent signature field as a placeholder in templates so it could be added in a specific location.


 

The app bellow is an example of how to implement per-group signatures.


This only works when the agent is using the web interface to reply: when the agent clicks the [ Reply ] button, a <div class="group_signature"> element will be appended to the reply text ( if one doesn't exist ) or its contents will be changed ( if that div already exists - for example, you start composing a reply, change the group before sending it and click [ Reply ] again while still composing your reply ).


Depending on the ID of the group, the right signature is set ( the user has to substitute for her Freshdesk group IDs and customize according to taste ) and there is also a default signature to be used when no group is set.

 

<style>
  div.group_signature {
    border-top: 1px solid #ccc;
    padding: 5px 0 0;
  }
</style>
<script>
  jQuery(document).on('ticket_view_loaded', function() {
    var add_group_signature = function() {
      var ticket_group_id = jQuery('#helpdesk_ticket_group_id').val();
      var group_signature = '';
      if (ticket_group_id) {
        group_signature = 'Group ID is [' + ticket_group_id + ']';
      } else {
        group_signature = 'Signature used when no group is selected';
      }
      switch (ticket_group_id) {
        case '14000060314':
          group_signature = 'Signature for QA group';
          break;
        case '14000060315':
          group_signature = 'Signature for Sales group';
          break;
      }
      setTimeout(function() {
        if (jQuery('.redactor_editor').find('.group_signature').length == 0) {
          jQuery('.redactor_editor').append('<div class="group_signature">' + group_signature + '</div>');
        } else {
          jQuery('.group_signature').html(group_signature);
        }
      }, 500);
    };
    jQuery('body').on('click', 'a[data-note-type="reply"]', add_group_signature);
    jQuery(document).on('ticket_view_unloaded', function() {
      jQuery('body').off('click', 'a[data-note-type="reply"]', add_group_signature);
    });
  });
</script>

 

 

 

 

I was just looking for if there was a way to do this as well.  Any updates on when/if this is still going to be implemented?

Seems like I'm not the only person wondering this. Any updates?!

HI there, 


Could you provide an update or an ETA? If you have more than one product in FD it is really a big issue to manage the auto-reply emails. 

Mile don't hold your breath its only been in planning / in development for 5 years maybe by 2023 they might deliver it. This has been raised multiple times across multiple support tickets, forum posts and feature requests but FreshDesk are poor at delivery - too busy developing other programs under the 'FreshWorks' umbrella.


There is FreshDesk Mint coming but this seems little more than a UI refresh.


Help Scout now offers better functionality in this regard with email signatures per mailbox and canned messages per mailbox if you are managing multiple brands / products (although a bit more basic it does what it does well). There are also a lot of other solutions out there now that do this better check out the G2 Crowd for a list of competing solutions.


We have over 20 agents and will be moving soon after years of waiting and failed promise after failed promise. Vote with your wallet.

I am currently evaluating Freshdesk and was caught by surprise that this feature is not available. Especially as I am currently on Help Scout where as @Markmentioned this is default with every mailbox. Through the clever use of Placeholders it is likely possible to deal with most use cases, but I am hoping that this is on the roadmap? Can somebody from Freshdesk please confirm/deny?

Still not implemented after 6 years...

Bump, this needs to be added asap.

Still not implemented after 7 years...


Folks,


Have you tried making use of the Canned responses for this?


With Canned responses, your agents can create a predefined set of reply templates that they can send out with a single click. You can access the same under Admin >> Helpdesk Productivity. This will help you create various responses as per your requirement and you can set the visibility of those responses as "Agents in groups" in order for the agents from the respective groups to access the required canned response.


Once the agents hit the reply option on a ticket, they can access the canned responses either by choosing the "Canned response" icon available on the reply editor or by simply entering '/c' and hit enter and search for the required response.

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