For a better and faster Workflow it would be cool if there would be a placeholder for the cursor. For e.g. in the reply templates. Because if you have a clean reply template like following:
Hello <firstname>,
thanks for your reply.
<cursor>
best regards,
xxxx
signature
THEN it would be cool that if a agent clicks on reply, the cursor is immediately there where i put it with placeholder. So i can immediately start to typing.
Yes this is exactly what we are after too. We have been having huge issues with the fact that we can't control the placement of content to a great degree. We want to place things like Ticket ID's, Ticket URL's etc after the agent signature. But as far as I can tell this isn't possible. Right now this is what I end up with.
Agents reply
Ticket ID
Ticket URL
Kind regards
Agent Signature
It looks really unnatural having placeholder content between the content and agent signature.
+12Hello,
The cursor position can now be saved when you create an email template. The position of the cursor determines the location where the agents would start typing on the ticket.
Cheers!
This was not very helful unfortunately. Following those steps would not lead to the desirable Action...
+9Good day, Alina,
Apologies for the trouble you are facing with the position of cursor in the reply template. We could see your query is currently in progress with one of our support agents. Please feel free to write to support@freshdesk.com in case of any further queries in the future.
Cheers!
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