Feature - Ticket response templates/canned responses

wrongecho

It would be nice if when responding to a ticket you could opt to insert a canned/templated response.

Ideally agents would be able to create their own personal templates/responses, but also choose "public" ones created by admins that are available to all agents.

I think I mentioned this before somewhere, but can't find it.. Thoughts?

psiiota

Love this idea. Zammad does this very well, better than most ticketing systems I would say.

johnny

Absolutely would save time and keep some responses consistent for sure

digibandit

Would be nice to have canned/template ticket comment/replies. Would be awesome to have placeholders and or variables that would get swapped with cx data.

johnny

Yes for sure I would love this def something I have in mind, we have such a backlog so we will get there.

digibandit

johnny Doesn't help that I keep adding to it lmfao

johnny

@digibandit Yes it does help!

We are so grateful for your bug reports and feature requests and monetary donation. We just may not be able to get to all of em all at once even with rapid development. Most of the times the simplest tasks can take weeks or months, we deff like to bull through the ones we can implement quickly. We will deff work through most of em, Keep em coming!

khat17

Set up ITFLOW recently. For the features and stability - I get why it couldn't be a single PHP application - and I'm loving just about all the features I see.

This though - would be the cherry on top. Most other tools I've used for ticket management has the "canned response" feature, which makes it easy to drop in certain text.

Quickly add in:

Make:
Model:
Serial:

Or add some reply like "Thank you for using my services. Please follow X link to view your ticket/history" or something else.

For now, I have a text file that I have to open and just copy/paste as needed within the tickets. Simpler things I'll just write out, but the canned replies would help speed up some of the process.

Can we vote on the feature somewhere?