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

There's another release and still no canned responses :-(

I heartily agree! I love the new outbound email function, but I REALLY need to be able to insert canned responses.

Use case: I save snippets of my service Terms of Use, and when people violate them I use this function to send them a notice and point out the area they are in violation of.

 

I've just had an update - now pushed back to end of Q2!

Bren, can I ask who you now use?

Hello everyone,

The ability to apply a template (to fill out the new ticket form) and to insert a canned response that you have already created is nearing completion. I have attached a quick demo of this feature below: 

                           

We totally understand that this will greatly improve the efficiency of ticket creation and we apologise for the inconvenience caused due to pushing this back. We wanted to take some more time to make sure that when templates are created, their look up works quickly without agents having to scroll through a list to pick a template with titles that come at the bottom of the list such as- “Transaction failed” or “Unsuccessful payment”. We deeply care about ensuring that the functionalities we build to meet your business needs are both intuitive to set-up and use even when your usage or team scales. We are fully committed to completing this feature by Q2 and are working on this full steam ahead. We will certainly let you know when this is rolled out.

Hi Janani,

If you need a BETA tester, you can count us in!

So, if I understand correctly, you say that this feature will officially be available BEFORE the 1 of July 2016 correct?

Thanks, 

Will this be available to Sprout?

 

@Gabriel You are correct. This feature will be out before 1 July 2016. In case we plan to do a beta, we'll definitely get in touch with you and other participants in this forum.

@Bethany, This feature will be available for sprout as well.

Hi Janani,

Could you confirm if the new feature is going to allow us to finally have a different email template for each product / brand?

Basically for all email correspondence (ALL reply templates, any outbound emails and any other generated emails) that we send out we need to have a specific brand logo and brand text in the email. Currently it is not possible to do this in a reliable way (the Custom App / freshplug only works within the ticket creation screen).

With this new feature will we be able to set an email template for each of the reply types per product or group ? This is a key feature that I'm surprised still has not been implemented after 3 years.

In a similar vein another key feature would be the ability to categorise canned responses by product / group (since they normally contain brand / product specific content) and when an agent opens the canned response list only showing those relevant to the current tickets product / group. This is important to remove the burden from the agent of selecting the correct folder of canned responses and accidentally sending out an email from the wrong brand / product.

Thanks,
Mark

 

Any update on the status of this feature?

I was told it has been moved to July 27.

 

It would be great. And maybe is quite simple to implement...

Hello all,

We will start rolling out beta version of templates for the customers who have participated/voted in this thread from mid of next week (6th/7th). Please reach out to support@freshdesk.com in case you would like to try this feature too.

Looks like this was released today:

Canned Responses in New Tickets and Outbound Emails: Now, you can quickly insert your frequently used replies in your new tickets and outbound emails to save time and increase productivity.

Been using is for a bit as part of the beta - works exactly like you'd expect, and is *very* handy.  (At last!)

 

I can see that canned responses have been added, but what about knowledge base articles? When will this be added?

This might be asking too much, but it would also be great to have a subject line in canned responses.

This subject line would only be present in new tickets and outbound emails, and won't take the place of an existing subject line. Would this be possible?

Totally agree with Katie's comment about including a subject line!

Canned responses are great and have saved us (mostly) from having to use Gmail for outbound emails. But what about having the solutions in emails? 

Hi, I see that this has been implement, which is excellent!

However, I'm unsure why I'm unable to use it myself while sending outbound emails and creating new tickets. Could someone please advise if this is perhaps applicable to a certain licence level?

Much appreciated,

Mitchell

Seems to be available here on our Blossom (legacy) plan...

Thanks Jeremy, we are currently using the Garden plan and I have discovered that I am able to use Canned Responses!

The only thing that was confusing me was that I couldn't use the /c shortcut to activate them, my only option is to click on the Canned Responses button under my email form, to access the canned responses. (which isn't much of a hassle, but different to the usual procedure of replying to a ticket)

It is working!

Cheers,

Mitchell