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Open : Open for Consideration

Feature request: Search for Canned responses

Related products:Freshdesk
  • December 7, 2022
  • 5 replies
  • 222 views
julia.a
Top Contributor ⭐
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I would appreciate if you could add a Search function to search for both title and contents of Canned responses both within the Admin menu and within Tickets.

Currently you can only search for Canned response titles when you’re within a ticket replying to a customer. You cannot search for the contents of those Canned responses and you cannot search for anything within the Canned response Admin menu. The latest Canned response update also makes it impossible to use Cmd+F to search for titles in the Admin menu as the responses within a folder are now spread across more than one page…

Julia A.

5 replies

mvin
Community Debut
  • mvin
  • Community Debut
  • January 12, 2023

Exactly, we have around 10 pages of canned responses and is a nightmare to search through each page to find the canned response. SHouldn’t be that hard to create a search bar for Canned Responses when accessing it from the Admin

    D
    Apprentice
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    • duoc.nguyen
    • Apprentice
    • August 1, 2023

    I also hope that Freshdesk soon develops Search function in Canned responses and Scenarios in Admin menu.

    It really takes time for me to find and edit a canned response or a scenario, because I have to surf page by page to seek for it.

      julia.a
      Top Contributor ⭐
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      • julia.aTop Contributor ⭐
      • Author
      • Top Contributor ⭐
      • August 7, 2023

      Pasting an additional good idea from @bennosgiosis:

      Introducing an advanced filtering feature would be a significant enhancement. This feature would allow agents to search not only by the text contained within the canned responses, but also by pre-assigned tags or 'types.'

      From here:

       

      Julia A.
        alyssia.correa
        Skilled Expert
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        Updated idea statusNew Idea→Open : Open for Consideration
        Idea merged into:

        All the votes from this idea have been transferred.
        Ally, Freshworks Community Manager
          Pramoth
          Community Manager
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          • PramothCommunity Manager
          • Community Manager
          • June 19, 2026

          We are glad to inform you that the ability to Search for Canned responses and it will be available by the end of June 2026. The following are the key highlights

           

          1. Ability to Search based on Title
          2. Ability to Search based on Folder

          Also releasing in July

          1. Ability to add canned responses into tickets through shortcodes where admins can map every canned response to a short cut key and agents can add the shortcode quickly

          Example -

          Agent types → /acknowledgement

          The system will automatically add the canned response that is tagged to this shortcode

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