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Set Subject in Canned Response

Related products:Freshdesk
  • April 5, 2019
  • 7 replies
  • 49 views
D
Contributor

 It would be helpful to Add or Edit the Subject in a canned response.


For example a customer asks for a quote. We would like to change the subject to


{{Ticket.Subject}}  Quote # {{Ticket.ID}}


Thanks,

Daniel

7 replies

M
Community Debut
  • mischa.rogov
  • Community Debut
  • May 22, 2019

Would also need this feature!

O
Contributor
Forum|alt.badge.img+7

By changing the subject I think any reply from the customer will create a new ticket. If you want the subject to be different, you can change it by editing the initial request.

Any canned response can include the subject, and you can change the result of what was included.

I am therefore not sure if it is clear what you are asking for.  

D
Contributor
  • danielb
  • Author
  • Contributor
  • May 23, 2019

Changing the Subject does not create a new ticket. That is tracked by Ticket ID.


There is no field in Canned Responses for Subject, so it can't change or add the subject.

We want the Canned Response to Edit the Subject so that it is abundantly clear that this response is now a Quote.
O
Contributor
Forum|alt.badge.img+7

Sorry, my mistake. An outgoing email does not contain a visible ticket ID, but I agree changing the subject does not create a new ticket.

But there is no way in a reply to change the subject of a ticket. As far as I am aware, that can only be done by editing the original request that created the ticket in the first place. So this is not just an issue with Canned Responses. Canned Responses only deal with the content of the reply, and there Subject can be included as a placeholder.

D
Contributor
  • danielb
  • Author
  • Contributor
  • May 23, 2019

Hence, why this is an Idea Request. I understand it can't be done currently.

    E
    Community Debut
    • emily.robbins
    • Community Debut
    • February 25, 2020

    Yes, yes, yes!! Our company would really appreciate that.

    N
    Community Debut

    Hello All,


    Thanks for your suggestion.


    At the moment this wouldn't be possible but we are happy to explore and analyze a few other use cases related/similar to your ask. 

    You can follow this space for any updates on the new features/enhancements from us. 


    Cheers!

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