It would be great to be able to track which canned responses are used most often or not at all and how these influence the First Response SLA's and Resolution SLA's.
These would help improve the content of the Canned responses but also help determine which can be removed or what new content must become available. It will also benefit the agent's development because it would provide an insight on our their choices.
agreed, using Desk.com previously this was a basic feature - to add on to E.vandermeij's point, it'll also allow us to remove all the canned responses which doesn't bring value to the organisation or in another scenario -- we'll be able to find out why people aren't using a particular canned response when they should be.
3 months ago
We understand that you would like to have reporting on canned responses and that's a completely reasonable ask.
We have this one already added to the pipeline. We would make sure to notify when this is available.
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