Hi everyone,
I'm helping a customer who's looking to migrate from Zendesk to Freshservice. They're keen on moving because other teams already use Freshservice, making a unified platform appealing.
In Zendesk, they currently use "canned responses" that trigger automated actions (like assigning tickets or routing them to other teams) simultaneously (other actions are possible aswell). Freshservice's scenario automations seem like a possible solution, but they're running into an issue: when a scenario sends an email, it’s sent immediately without allowing the agent to edit placeholders or including the existing conversation history. It looks like a combination of scenario automation and canned responses + execute actions like those in Zendesk’s canned responses – all in one go – might be the ideal solution.
Best regards,
Nick
