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

Around half of our first customer contact comes through our phone lines. (We sell training courses and funnel all our contact forms through FreshDesk).

So, following a conversation or an order with a new customer (no records in our freshdesk system), we commonly want to send some follow-up up information, such as Course Dates, Next Steps, Accommodation Providers etc.

The process we WANT to follow is:

1. CREATE NEW TICKET

2. ADD NEW REQUESTER

3. SELECT CANNED RESPONSE  <<<< THIS IS WHAT WE WANT

4. SEND

The communication chain is then established through FreshDesk.

Currently we either have to select the correct response from a Word Document and copy and paste

or worse, support staff send from their own email.

If you add in the 'Add canned response' button - problem solved.

I'm glad you are listening but would love to see a solution to this after 2 years - it doesn't seem too hard a functionality to implement to me since it already exists elsewhere.

Thanks

Janani,

We as well will create a ticket based on phone call or inquiry received (not through the ticket system). Therefore we are having to create workarounds in order to just get the canned responses on that initial ticket. It would be so much more efficient for the canned responses to just appear on the original ticket created. 

@Karen Thanks for explaining your scenario. These canned responses are ones that won't be used in ticket replies but in new tickets alone. Got it.

@Dominicspan>, Just to be clear, are you using the same "follow up info" canned responses in regular tickets but unable to do so in new ticket because the option isn't present?

@Trish, to confirm, you do not want canned response to record the customer's inquiry but rather to send your existing canned response to them from new ticket form. Have I understood that correctly?

Hi Janani

That is correct.

All we want is to be able to add in our existing 'canned responses' at the point of creating a new ticket.

Thanks

Hi Janani

That is correct.

All we want is to be able to add in our existing 'canned responses' at the point of creating a new ticket.

Thanks

Dominic

We want FreshDesk to be able to add in our existing 'canned responses' at the point of creating a new ticket.

Please add this feature, I first asked for it well over two years ago.  it's a gaping whole in your offering, would be so handy.

 

Any update on this feature please? 

Ditto all these inquiries.  We initiate a number of emails (that start a closed ticket) to customers when asking them for information needed for a project we working with them on.  The requests are canned (and not in 'response' to anything they have asked) and we want to be able to originate an email with that info.  We have about 15 email templates we have to copy and paste (subject line, body etc) into the FD email.

 

I love the new feature that was implemented in August allowing an Agent to initiate an outgoing (closed) ticket to contact a Customer.  We have a frequent need to use this feature.  However, it is a real shame that the ticket generated by this doesn't have access to the same Canned Responses and Solutions that can be used when responding to an existing ticket.  I can't imagine this is a difficult function to set up, so it would be great to see this implemented soon.

This feature is very important. My workflow is this - a customer visits us in store or calls on the phone to complain about a damaged or defective product. We email them a form that allows us to collect all the necessary information to resolve the complaint. Currently we are copy pasting the form when we create a new ticket - whereas if the customer had emails us, we could very easily reply with the form using a canned response. 

I'm sorry to say it, but don't waste your breath on feedback to the developers on these forums - they are a blackhole of inactivity.

I was told they would be in the next release... we'll wait and see. 

I am new to Freshdesk and also really need this feature.  We are receiving incoming emails from customers asking us to notify a 3rd party that their account has been set up.  We use the default functionality to reply to the original request, back to our cusotmer, but we need to create a new, outgoing email to the 3rd party and need to insert the canned response when doing so.  We have over 200 templates with attachments/images so copying out of a word doc doesn't work for us.  We may need to continue using our Outlook until this feature exists, which just make Freshdesk be a system in addition to Outlook, not in place of.

 

Hi Folks

I completely understand that this ask has been in the pipeline for a long long time now. However, I would like to inform you that we have started development for templates in the new ticket page as well as outbound email page which should help resolve all your concerns. You could use your existing canned responses to create templates. We feel that templates will be a great time saver. We are expecting to roll this feature out in early Q1'2016. 

I would keep you all in the loop when we release templates. Do continue giving your feedback on using Freshdesk.

Thanks

Saurabh Gupta

Product Manager - Freshdesk

Sounds to me like you're just setting things up so we have to maintain two canned responses - one in template form, one in the actual canned responses.

Seems silly when you already have a good, ready to go canned responses system you just need to add a button for.

 

@SaurabhGupta - We are trying to plan our implementation and rely heavily on this feature. Do you have any updates on the release of this feature? Are we still looking at Q1 2016 (by 3/31/2016)??

Please give update on and expected implementation/release date. 

 

I was told by the end of Q1 2016, don't know if that is still the case though.

Hi Folks

I understand that this feature is critical to your business and would be helpful in increasing agent productivity. Be assured that this is a high priority item on our list. At this point our efforts are on to support attachments for ticket templates. We thought it is worth investing the time to go deep in templates and support attachments. 

We will update this thread when we have more to share.

Thanks

Saurabh

+1

I was told this would be released in 6 weeks about a month ago.  So another two weeks....

Have any of you realized that I started this thread over 2 years ago? In that time I have canceled my account with freshdesk (within the first month or so after finding out my customers' data was being sucked in to a permanent cloud - can't ever be deleted) and more importantly I have written my own support ticket system that does everything I needed and more. And it plugs into Wordpress. One guy - a whole support ticket system probably better than FD and rolled in just over 2 weeks actually. That's not a typo. And here we are 2 years later and I still keep getting these entertaining emails.

I wonder if my previous (or this) comment will get through unmoderated. Kudos to FD if they do. I'll give then credit for that at least.

Based on Karen Weeks comment and exchanges I got through a ticket I've opened with support, I've put an alarm on my PC in 10 days to check back with Freshdesk team =)