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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. www.smartertools.com
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