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Adding "Canned Responses" to incident comments

When responding to a incident it would be nice to be able to send a canned response.

There should be a spot for each agent to be able to set their own canned responses and even share them.

When going into the incident and going into the comment box you would be able to open your canned responses by typing "/c, and that would bring up your canned responses and you would be able to select the one you would like to use.

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Comments

havens1515

What would be even better is the ability to apply a macro. Where you could set things like category, priority, assignee, insert a canned response, etc. all with a single click.

ASevera_ELWD

Canned responses would be really nice. We used them extensively on our previous service desk software. They ensure a uniform response from all of the relevant techs for specific questions or issues.

rsninchi71

Now that SWSD has Response Templates to create canned responses it would be great if we had more variables to use.
I'd love to see a requestor_first_name variable as well as a assigned_to_first_name just to name two off the top of my head. Keep things a little more personal.

I also agree that Macros would be much better.
Like a response template that says the agent is marking the ticket as resolved and also changes the status of the ticket to "Resolved" so the agent doesn't have to.

joeybrown

Hi @rsninchi71 seems like you arent the only one with this request. There is a new feature request that I would recommend upvoting. thwack.solarwinds.com/.../response-templates---first-last-name-variable-request