Hello,
We often need to contact a customer to inform them about heir account information. For these we have canned responses.
The current 'compose email' functionality is basic and doesn't even allow you to change the subject.
It would be amazing to have more features when composing an email to customers, including the ability to change the subject, add a canned response and the ability to add attachments.
Thanks for your help with this!
I raised this issue a couple of months ago. I received the following reply:-
I fully agree that canned response button might save some effort. However, to be able to set the values for fields and description in one go is what majority of our customers have requested for. This will definitely save your agents more time in the long run.
+12Hello,
Canned responses are great - they allow agents to quickly insert a frequently used text in the email description. However, there are quite a lot of scenarios where you'd want to send a pre-formatted email to the customers and filling the ticket form is very tasking for the agents. It would be great if there is an option to pre-fill the ticket form just like the canned responses and Ticket Templates exactly offers you that flexibility.
Admins can set up frequently used ticket forms as ticket templates and the agents can insert them in a single click.
Cheers!
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