When an agent sets a ticket status to resolved or closed a canned response is being added to the ticket. Is there a way to turn this off or to set a certain response based on the ticket status?
Setting Status applies a canned response
Can you provide a screenshot of what you mean? We do not add any canned responses on ticket actions. Agents have to manually add a Canned Response to the reply box and click Reply.
I think you are talking about the internal note that gets inserted to the thread by the system notifying of the status change but I want to make sure.
Cheers.