FR - Canned responses - Solutions should be available for new tickets

I second that, I was about to open a support ticket about this.

This would be awesome to us !

@freshdesk please!!!!!

Definitely need this!

yes zendesk does this very well and a similar format is essential  

This is something that we really need also. Is it something being considered ???

Hey everyone, 

We are currently gathering requirements for this feature. I will keep you posted with the updates. 

This is an ABSOLUTE must!  Loved this on Zendesk

This would be a GREAT added feature to help ENHANCE our workflow process!!!!!

This is greatly needed to increase our efficiency.  Thank you for your consideration of this feature.

Having the canned response available in the initial ticket would allow us to manage our time more efficiently rather than 2 steps.

Thank you.

While at it, it would be great if we could also be able to create a new canned response, when creating or replying to a support ticket.

finally we are getting some push behind this ticket!

A signature to a new ticket would be helpful as well.

Freshdesk Support,

Do you have a status on this requested feature? I know you show the status as planned, but we really would love to have this feature!

This is a HUGE time saving capability that is very much needed.

Thank you for taking the time to write in our forums.

Agents will be able use these instead of manually typing out the new ticket form each time.

I'll update this thread once the feature is out.

This is a great idea to be able to insert SOLUTIONS as well as Canned Responses in new ticket creation.  Would save us some major headaches.

The reason we are keen for this is that our agents get a lot of support calls over the phone, and being able to insert solutions means that we would be able to insert template questions for the agent to complete as he is on the phone to the client, ensuring that all details are processed.

Any update on when this will be available?  This is a show-stopper for us :/

We need this feature as well please.  

Looks like it is over 9 months in the making though.

Yes, can you please provide a status on this feature as we really could really use it! Thank you! 

We REALLY need to be able to have our canned responses on NEW tickets that are created within FreshDesk. It was supposedly on a project list, but have not received any updates. Can you please provide a status of this project?

Hi,

Sorry for my English, but I hope this idea will help some of you:

As we are all waiting for the ability to canned responses on NEW tickets, I think I found a workaround. See below.

1. Create a new ticket, let's say with the subject Invoice. Leave Description field empty, or fill in just a little line like "Invoice - See attachment" or so. (If Description field is required, set it to NOT required in Ticket Fields options*)

2. IMPORTANT: In Status field, select "closed".

3. Click Save. Ticket will be saved but not sent.

4. Click Reply, fill in description - insert Canned Response - woohoo! - and click Send.

5. E-mail with canned response will be sent to client. Enjoy!

2 little disadvantages are that

1. the subject field will show "RE:" (or "FW"), and

2. a line like this will be shown below the e-mail: "On Sat, 13 Jun at 6:08 PM , Richard ...<yourname@yourdomain.com> wrote:"

*Little problem I'm facing: in my case, on mobile device, the description field remains required field, even after setting it to NOT required in ticket field options... Any thougts on this?

What do you think?

Hello Everyone,

We definitely want to address the concerns in creating a new ticket. Currently the new ticket form's functionality is to log the complaint. This will simply send out a new ticket notification to the customer, and any follow ups have to be done after the ticket has been created. 

From what I've understood, the multiple steps involved in creating a ticket and then replying to it seems to be the central issue. 

I'll need help from the community to confirm if this is only usecase where you'll be needing canned response and solutions in new ticket page - 

Assume that, "password reset" is a request that your helpdesk receives often through email and you would normally send out the canned response "instruction to reset password" for such tickets. If the same request is received via phone, are you guys looking to create a new ticket with description "question on password reset" and send out the same canned response in one go? In other words, the ability to reply with a canned response/solution that you have already created directly from new ticket form ?

Do let me know if there are any other scenarios apart from what I've mentioned where canned response and solutions are needed in new ticket page. 

We have a different scenario.

On our helpdesk we, 90% of the time, raise the tickets.  That is because our tickets are used to inform our clients that there is an issue with something they have sent to us.

Our helpdesk used about 5 different email templates in Outlook prior to going to Freshdesk. 

Richard's work around above wouldn't suit us as the resulting tickets need to look professional and Re etc on a new ticket would not.

Currently we are having to copy and paste the templates from Outlook into Freshdesk which isn't ideal.