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Freshdesk canned responses added to scenario automations

  • May 18, 2022
  • 6 replies
  • 374 views
K
Apprentice

Hi everyone,

I was wondering if other people like us at zooplus feel that it would be a great addition to have canned responses added to scenario automations. 

In our case, this would help us improve efficiency, EX but also the quality of data we collect. We’d like the agent to reply to the customer and log the tickets with very low efforts in only a few clicks.

What do you think?

6 replies

hemanth.ramya
Community Manager
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  • hemanth.ramyaCommunity Manager
  • Community Manager
  • June 2, 2022

Hello Kevin,

 

Welcome to Freshworks Community. Hope you are doing well and safe! :)

Though Freshdesk does not support canned responses in scenario automations functionality, at the moment, this is definitely an interesting ask and we are happy to explore the possibilities of this feature. You can also raise this as an idea so that other community members can vote for this and bring attention to our product teams.   

 

Cheers! 

Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
    foxcubmama
    Skilled Expert
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    • foxcubmama
    • Skilled Expert
    • June 2, 2022

    this would be great.

      C
      Community Debut
      Forum|alt.badge.img

      Hi Kevin, totally agree but i would also suggest the developers to further improve other things regarding canned forms:

      • The progress bar on top is not translated into german (maybe only available in english?)
      • The canned form layout is not adjustable (Background image, colors, fonts). The customer experience would be much better with a branded canned form.
      • The canned form does not fulfill the needs of EU GDPR. At the end of each form there should be a mandatory acceptance checkbox with data privacy information and link to the relevant external page. Currently it is only possible to add a yes/no field without HTML formatting.

       

       

      Kos
      Community Debut
      • Kos
      • Community Debut
      • September 22, 2023

      Also there are a bit no logic in Scenario, when the Action set to Send Email to Reqeustor.
      This action does not updated on the Ticket as “Reply” to the ticket, but Requestor receives the email.
      Any advise on this?

        O
        Community Debut
        • OwnerRex
        • Community Debut
        • November 30, 2023

        Also there are a bit no logic in Scenario, when the Action set to Send Email to Reqeustor.
        This action does not updated on the Ticket as “Reply” to the ticket, but Requestor receives the email.
        Any advise on this?

        We had to do a bit of a workaround. Instead of a reply to the ticket, we set the Scenario to create a Public Note. 
        Then we changed the Email Notifications for Public Notes to send to the customer the same as a ticket reply would.

        AmyOM123
        Community Debut
        • AmyOM123
        • Community Debut
        • February 29, 2024

        Two click process means that it’s hard work for agents - they have to set canned response and then run scenario automation - efficiency is lower because it takes a 5-10 seconds for the Scenario automation tab to load (which we’re told is normal).

         

        Having canned response content available in the automation would speed the process up for us. We moved over from Zendesk and there are some simple things that ZD could do, that are not innate functionality in FD.

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