Skip to main content
Open : Open for Consideration

Sort and Search option for Canned Responses

Related products:Freshdesk
  • February 23, 2023
  • 17 replies
  • 214 views
K
Contributor
Forum|alt.badge.img+4

CURRENTLY

Currently, the canned responses Admin page for a Canned responses folder auto-”sorts” based on the date a response was created. This is a NIGHTMARE when trying to tweak the content of a canned response you didn’t make in the recent past. You have to read through page by page to find the one that you are looking for. When you have 100-200+ responses this is time consuming and a bit ridiculous! 

Yes, admins/account admins can import and export, this does not help my non-admin agents and no, I will not make them admins. (I’m making another Idea post about this rant of mine) 

IDEA

Please create a Canned responses search that will search both content AND title for keywords and sift results. This would be akin to the Solution Article search that is employed on the Portal. 

Also appreciated would be a way to sort Responses Alphabetically or by Recent Usage instead of the order in which it was created. 

Even if all that is added is a “here’s your most recent 10 used responses” in the Admin side, you would be able to not look through pages upon pages of responses in order to find the one you need to edit. 

September 11, 2023

Hi everyone, thanks for the feedback! I understand your concern here, however canned response search within the admin page is not planned immediately. We have introduced a sort option in the interim to help sort canned responses based on created /updated dates and title.

We'll keep looking for ways we can make canned response search possible, but for now it's not something we are planning to build.

17 replies

julia.a
Top Contributor ⭐
Forum|alt.badge.img+8
  • julia.aTop Contributor ⭐
  • Top Contributor ⭐
  • February 27, 2023

I second this and have already raised this Idea before:

 

Julia A.
    K
    Contributor
    Forum|alt.badge.img+4
    • kristi.dennis
    • Author
    • Contributor
    • February 27, 2023

    I second this and have already raised this Idea before:

     

    Thanks for letting me know! I have upvoted yours as well. I find searching their idea articles to be rather difficult-thanks for sharing the link to your suggestion!

      reuven
      Skilled Expert
      Forum|alt.badge.img+6
      • reuven
      • Skilled Expert
      • February 27, 2023

      YES!  This is URGENT.

       

      Would be nice to also have the search option for editing scenarios and automations.

       

      Also to be able to see 100 or even “all” on one page instead of 30.  Meanwhile this could be a temp solution to do a search within the OS.

        julia.a
        Top Contributor ⭐
        Forum|alt.badge.img+8
        • julia.aTop Contributor ⭐
        • Top Contributor ⭐
        • February 27, 2023

        YES!  This is URGENT.

         

        Would be nice to also have the search option for editing scenarios and automations.

         

        Also to be able to see 100 or even “all” on one page instead of 30.  Meanwhile this could be a temp solution to do a search within the OS.

        Good idea! :)

        Julia A.
          K
          Contributor
          Forum|alt.badge.img+4
          • kristi.dennis
          • Author
          • Contributor
          • February 27, 2023

          YES!  This is URGENT.

           

          Would be nice to also have the search option for editing scenarios and automations.

           

          Also to be able to see 100 or even “all” on one page instead of 30.  Meanwhile this could be a temp solution to do a search within the OS.

          I could totally get behind the view all as a quick bandaid for this issue! Then you can at least use a Ctrl+F to be able to search the page for the title you want. We can do this now, but you have to search and wait for each page to load which is awful with hundreds of responses. 

            reuven
            Skilled Expert
            Forum|alt.badge.img+6
            • reuven
            • Skilled Expert
            • February 27, 2023

            to clarify, view all might need to be used with discretion, maybe only with permissions or admins, since viewing hundreds of tickets in one view takes a long time to load and confuse reps.  But meanwhile would love to see at least the 100 option as we now have for ticket views and apple this for scenarios and automations too.

              reuven
              Skilled Expert
              Forum|alt.badge.img+6
              • reuven
              • Skilled Expert
              • February 27, 2023

              LOL “apple this” = apply this.  sorry.  and thanks to one of the admins re: editing in this fashion, but it’s kinda’ messy especially if someone else replies first.

                K
                Contributor
                Forum|alt.badge.img+4
                • kristi.dennis
                • Author
                • Contributor
                • February 27, 2023

                to clarify, view all might need to be used with discretion, maybe only with permissions or admins, since viewing hundreds of tickets in one view takes a long time to load and confuse reps.  But meanwhile would love to see at least the 100 option as we now have for ticket views and apple this for scenarios and automations too.

                Yeah, I assumed you meant “view all” within a particular folder, not just a blanket statement. But I hear you!

                  ayush.jain
                  Community Debut
                  Forum|alt.badge.img+1
                  • ayush.jain
                  • Community Debut
                  • September 11, 2023

                  Hi everyone, thanks for the feedback! I understand your concern here, however canned response search within the admin page is not planned immediately. We have introduced a sort option in the interim to help sort canned responses based on created /updated dates and title.

                  We'll keep looking for ways we can make canned response search possible, but for now it's not something we are planning to build.

                  K
                  Contributor
                  Forum|alt.badge.img+4
                  • kristi.dennis
                  • Author
                  • Contributor
                  • September 11, 2023

                  Hi everyone, thanks for the feedback! I understand your concern here, however canned response search within the admin page is not planned immediately. We have introduced a sort option in the interim to help sort canned responses based on created /updated dates and title.

                  We'll keep looking for ways we can make canned response search possible, but for now it's not something we are planning to build.

                  Thanks for the info. However, this type of thing not being possible has now caused most of my agents to utilize a different solution since Canned Responses is not search-friendly. I also can’t deny that it’s completely random use of spacing has also helped this decision along. But still, I might have been able to keep us in canned responses if there was a plan to do something about this. Now I doubt it will be worth switching them back.

                  alyssia.correa
                  Skilled Expert
                  Forum|alt.badge.img+8
                  New Idea→Open : Open for Consideration
                  Ally, Freshworks Community Manager
                    alyssia.correa
                    Skilled Expert
                    Forum|alt.badge.img+8
                    The following idea has been merged into this idea:

                    All the votes have been transferred into this idea.
                    Ally, Freshworks Community Manager
                      K
                      Contributor
                      Forum|alt.badge.img+4
                      • kristi.dennis
                      • Author
                      • Contributor
                      • November 7, 2023

                      to clarify, view all might need to be used with discretion, maybe only with permissions or admins, since viewing hundreds of tickets in one view takes a long time to load and confuse reps.  But meanwhile would love to see at least the 100 option as we now have for ticket views and apple this for scenarios and automations too.

                      This is only about looking at Canned Responses in a particular folder, not tickets. Sorry for the confusion

                      F
                      Contributor
                      Forum|alt.badge.img+1
                      • Fanny AE
                      • Contributor
                      • August 2, 2024

                      it could be helpful to first see the canned respons based on the GROUP of the ticket.
                      It is not handy to see all the canned respons from another group.

                       

                       

                        K
                        Contributor
                        Forum|alt.badge.img+4
                        • kristi.dennis
                        • Author
                        • Contributor
                        • August 2, 2024

                        it could be helpful to first see the canned respons based on the GROUP of the ticket.
                        It is not handy to see all the canned respons from another group.

                         

                         

                        Agreed! I feel the same way about the ticket view screen: being able to just see what is pertinent to your group/the group(s) you are filtering by would be awesome! 

                        TPnice
                        Community Debut
                        Forum|alt.badge.img
                        • TPnice
                        • Community Debut
                        • September 2, 2024

                        Hi, Is there any news about the search function?

                          TPnice
                          Community Debut
                          Forum|alt.badge.img
                          • TPnice
                          • Community Debut
                          • January 31, 2025

                          Is there anything currently planned for this? It would be really helpful if canned responses in tickets could be searched more efficiently—either by searching the entire text or by allowing keywords/tags to be assigned.

                          For customers with several hundred templates in multiple languages, this would be extremely useful. Additionally, editing them as an admin is quite tedious.

                            Terms of UseAccessibility statement