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Canned responses for notes

FormerMember

Does the feature exist that allows a user to keep a set of canned responses to input into the ticket notes?

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Accepted answers

All comments

it27

Yes. You can set up and Save a Bulk Action that will apply a canned response to 1 or more tickets.

edwelly

How would you do this? For example, we have an Employee Termination Notice request type. I would love to add a canned response when closing this ticket.

Thanks - Erik

gdoch

We use a combiniation of Bulk actions, action rules and another app called phraseexpress.

kjette

Bulk actions are handy but they'd be a lot better if you could control the usage. Once you create one and set it as Shared anyone can see it. I have several different groups that can see everyone else's bulk actions.

elee

Erik,

If your canned response is supposed to be attached at the closure of an Employee Termination Notice ticket, you could accomplish this by setting up an Action Rule (Setup > Processes > Action Rules). Configuration steps:

Action Rule Info Tab:
Evaluate Criteria: only when updated by a Tech
When criteria evaluation results in a match, apply action...: only if criteria did not match before the Ticket was updated
Save
Criteria Tab:
Request Type is Employee Termination Notice
Status is Closed
Save
Actions Tab:
Modify Ticket > Edit
Add the note text
Save
Save

...and you're done! I hope this helps.

edwelly

THIS. WAS. PERFECT.

Thank you so much for the super clear directions. I was able to make this change in less than 5 mins and it worked great. Again thank you!!!!

hanzcortez

There are some situations when you need to send some type of canned response, but you need to add something to it or modify it in any way before saving/sending that response. The behavior is more like a "template".

Is desired that when the tech is adding a not to a ticket, a dropdown or selection of "templates" defined by the tech or the admin is present on the note edit options so the tech can select one and that selected template would be inserted to the note, so they can edit right away before saving it.

It migh even work the same way as the feature that currently allows to add a link to an attachment inside the note's content.

On that case a Bulk action to add a canned response I believe wouldn't fit into.