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New Canned Responses UX is worse than the old one

  • January 2, 2023
  • 3 replies
  • 55 views
Vasan
Apprentice
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Looks like there has been a recent change to the Canned Responses UI.

There are two problems with the new UI which were not there in the old UI:

  1. If I open the Canned Responses folder via a hyperlink (ie, not by clicking on the folder), or if I hit refresh when viewing a folder, I cannot see the name of the folder if there are many folders and the folder being viewed isn’t one of the top few (depending on my screen height). Ideally, the left pane (which lists all folders) should automatically scroll to the folder that is being viewed so that it can be shown highlighted.
  2. In the older UI, I could click on “Select all” and it would really select all the responses in the folder. I could delete all the responses in one shot. In the new UI, it only lets me delete 30 responses at a time. “Select All” selects only the responses in the page that is being viewed. So, if I have 900 responses in a folder, in order to delete all responses, I have to manually delete it 30 times.

I have to do all this manually because there is no API to delete responses or folders. :-(

This is a request for adding such an API, please.

September 11, 2023

Thanks for putting up that idea here! For the first point mentioned we don't have it in our roadmap currently, but we can surely plan for the folder pane to be more intuitive and provide more APIs for canned response and folder deletion. We will get back to you once we have an update.

For point 2, if you are looking to delete all canned responses, you can delete the folder as well and it will delete all canned responses within the folder. The select option can be used in combination with the new sort functionality to select specific responses for delete, copy, export or import. Hope that helps.

    3 replies

    ayush.jain
    Community Debut
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    • ayush.jain
    • Community Debut
    • September 11, 2023

    Thanks for putting up that idea here! For the first point mentioned we don't have it in our roadmap currently, but we can surely plan for the folder pane to be more intuitive and provide more APIs for canned response and folder deletion. We will get back to you once we have an update.

    For point 2, if you are looking to delete all canned responses, you can delete the folder as well and it will delete all canned responses within the folder. The select option can be used in combination with the new sort functionality to select specific responses for delete, copy, export or import. Hope that helps.

    Vasan
    Apprentice
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    • Vasan
    • Author
    • Apprentice
    • September 11, 2023

    For point 2: the problem with this approach is that I have to create a new folder, and that will get a new ID. My programs have the IDs hardcoded in them (there is a bug that the list folders API does not return me all the folders, so I have to take this approach. I cannot find a folder by name).

    The real ask is for the ability to do the following via APIs:

    1. Delete all responses within a folder, OR
    2. Delete a folder, and also fix for the bug whereby I can list all folders OR, search for folders by name API

    Thanks.

    alyssia.correa
    Skilled Expert
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    New Idea→Open : Open for Consideration
    Ally, Freshworks Community Manager
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