Add a canned reponse system

Add a canned reponse system

Canned responses are vital for companies that need to send the same answers to multiple tickets with placeholders such as adding the ticket creators name, etc.

Currently, there is no such system in Zoho Desk which is a huge inconvenience to us as we either have to rely on external tools or copy+pasting.

While there are snippets, they do not support sharing across multiple agents, they also have some limitations such as snippet names not being able to contain some characters (such as spaces). There is also the knowledgebase system, but this feels mostly like a workaround for the time being and it's hard for agents to easily tell the difference between public and private articles. Email templates also are out of the way and display default system emails. Macros can also not send replies to tickets.

Thus, it would be really nice to have a canned response system that allows agents to create and use customizable canned responses which can be accessed by all agents and can easily be used in tickets.

Thanks!

          Zoho Marketing Automation
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