Hello.It's strange not to have the option to use canned response in 'post internal notes' and 'assign ticket' tab.I previously managed this modifying a couple of files. Now, with the metalanguage support, it is hard to find the correct function to edit....Shouldn't be a good function to extend to all users?Regards, Erik
I agree and moving this thread to the appropriate section of the forum (feedback / suggestions).
I'm not sure why you find it strange.Canned responses are designed to go to the client.Internal notes are designed to go to other agents.While I can see "canned internal notes" as a viable and possibly quite useful feature, it is not canned responses and should be a separate feature (albeit with similar functionality, but to avoid clutter)
@[deleted]
Totally agree with the separation. Internally we have already some canned responses we use via copy and paste for internal notes
A separate function would be also a great idea.Assigning a ticket or a note using a template as canned response is very helpful: you can, as Chefkeks does, copy and paste a canned response but choosing them using a dropdown list is more efficient....
I came here to suggest the same thing!
+1
