I would like to suggest an enhancement to the canned responses feature in Freshdesk: the ability to organize responses using folders and subfolders.
Currently, managing a large number of canned responses can become challenging, especially for teams that operate in multiple languages or handle diverse topics. Introducing a hierarchical structure would significantly improve organization, usability, and efficiency.
Use Case: Multi-language Support
In our scenario, we support customers in several languages. Ideally, we would like to:
- Create a top-level folder for each language (e.g., Spanish, Portuguese, English).
- Within each language folder, organize responses into subfolders by topic (e.g., Billing, Technical Support, Account Management).
- Store all translated and localized responses within their respective folders.
Benefits:
- Improved navigation and faster access to relevant responses
- Better scalability as the number of canned responses grows
- Reduced risk of using incorrect language or outdated content
- Easier maintenance and updates for localized responses
- Enhanced productivity for support agents
This structure would make canned responses much more manageable and align with real-world support workflows, particularly for global teams.
Thank you for considering this improvement!
