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Ability to create a new canned reply from within the Insert Canned Reply function
Idea shared by Service Desk - 9/4/2017 at 6:01 PM
Declined
At quick search I cannot quickly see this has been suggested before.
 
The ability to create a new canned reply from within the Insert Canned Reply function would be ideal instead of having to go to the Canned reply section each time to create a new canned reply.
 
The idea would be when replying to a ticket where you think there is a canned reply however don't find one you could make one there and then instead of writing your response to the open ticket, then making a new canned reply.
 
Eg:
Open ticket to reply with answer >> Insert canned reply >> Can't find canned reply as none exist >> Select 'new canned reply' to create a new canned reply >> type and submit new canned reply >> select to use the new canned reply for the response to the open ticket.
 
Therefore you have a response to the ticket which can be closed, and you have a canned reply to use next time.
 
Jo

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Andrew Barker Replied
3/20/2019 at 4:04 PM
Employee Post
After internal discussion, we have decided not to implement this feature.  The Insert Canned Replies modal is made to quickly use an existing canned reply in a ticket or chat. Adding additional functionality to this modal would increase the complexity of this modal, making it less user friendly for everyone.
Andrew Barker Software Developer SmarterTools Inc. (877) 357-6278 www.smartertools.com
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