Different Reply templates for different groups

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 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.