The current system allows to define an action 'Send email to Requester'... which sends a pre-defined email to the user (This email never appears in the ticket conversation view)
What we like to have is ability to define an action like... 'Add To Response Body'... which fills the response text field with a template message so that the agent can customize the message for the current case and then hit send. (Exactly the way macro work in zendesk)
++ for this!
It is completely silly that any email communication sent to Requester within the handling of the ticket wouldnt show in the ticket. These are essentials.
Not really, Mathias. Canned response just inserts a predefined content into the response field. Agent still needs to edit and submit manually.
We are talking here about fully automated message sent whithin an automated scenario execution without further agent interaction.
Basically, we are saying it is essential that any communication sent to customer must be visible within the ticket scope. Today it is not as Jim rightly points out.
have this issue been resolved? I just used a scenario to do a reply to tix responder and encounter 2 issues.
1. Reply was not logged in tix trail
2. No reply was sent.
I couldn't agree with this feature request more. When you are working with hundreds of scenarios, it's best to be able to review them and/or edit them before clicking on the send button.
Additionally, it would be great if you could see the content of the scenario before selecting it, like hovering over them for more information pop ups, etc.
Lastly, after sending a scenario with text (email, reply) inside of it, I found it strange that only the name of the scenario is listed in the ticket history. When agents are handling cases, it is important that they have the full picture, and in this case that is the entire reply, not just the title. At least, make a way to click to view all of the scenario within the ticket history if you don't plan to show everything as default. Accessing the entire scenario through the 5 second pop up at the top of the ticket view is not enough, as it is hard for the agent to catch since it leaves the screen after a view seconds.
All in all, the scenario feature is great. It just needs to better fit helpdesks using many hundreds of scenarios a day.
Pleeeease!!
We could also be able to edit it before we send it so we can adjust to the customer's questions.
I have just set up a scenario to send an automated text and change the status of the call, but have realised this is not showing in the call updates. I think this should be a feature as suggested by others and the option to amend the text is also desirable.
Any admin would bother to reply to this? It is really nice as users of these products to have a good follow up... Thank you in advance !
Friendly bump that this would be very good to have. It's very annoying now that these emails are NOT sent in the context of a ticket.
Hello,
after so many years it would be still nice to send a reply in a scenario in a way that one can see the answer in the ticket. :-/
This is a massive issue for us as if the reply isn't logged in the thread our first response SLA is totally thrown off
I've hacked around this by adding a private note at the same time as the email, but the "reply" option would be much better.
Hello All,
Thank you for your feedback!
This seems to be a thoughtful ask. We'll pass on your feedback as a feature request and keep you posted if we have any progress on the same.
For now, reply API can be used so that the content is added as a reply and not sent as an email to the requester of the ticket.
Link to our API documenation:
https://developers.freshdesk.com/api/#reply_ticket
Cheers!
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