We are using the Canned response but one ended up as a header on all ticket replies? has anyone else have this issue?

Yes, I was also testing this today and experienced the same issue.

we found that the user forgot to change the outgoing email drop down to canned response which i believe caused the issue. 

Can you share some screenshot how you have configured it ?

Because as far as I can see all test canned response i have added are  not visible under ticket note conned response drop down!!

May be I am missing something

Make sure Create Template for is set to canned response

Thanks, it works for me as well.

I'm experiencing the same thing. I'm following the directions, Canned Response is chosen, create message, Save. When I go to the Notes under Canned Responses nothing is showing up.

try closing out of the app completely and then back in. it does take time for it to load on tickets

I'm not sure if you're still having this issue or not, but we also experienced this after updating to 12.8.3 + HF2. We have a ticket in with Solarwinds, so I'm hoping to get resolution very soon!

bgibson Has this been resolved?

Our problem was not exactly the same. We had created canned responses, then updated to 12.8.3 and then the canned responses would not show up in the drop-down above the notes. It took a little bit of time, but we figured out we had to create new responses under the updated version, then remove the old one before they would show up.

Yes , issue resolved in the release scheduled for second week of Dec

Yes , issue resolved in the release scheduled for second week of Dec