It would be great if all agents could create canned responses, currently it seems that only admins can create new canned responses.
I would like it for agents of all levels to be allowed to create their own personal canned responses (and be able to use those along with company wide canned responses created by admins). It would also be good if canned responses could be grouped in the same way that tickets can be grouped - and the list of available canned responses is based on the group the ticket is in which you are replying to.
It really does not make sense that agents can create articles in the KB, visible to all, even customers, but not create canned responses visible to other agents. I know they can create their personal canned responses, but some answers are standard. I could imagine giving this authorisation to supervisors, but at least don't make it essential for the admin to have to do this (or move to Estate plan).
The admin cannot see the canned responses of agents if they want it to be a standard answer. So the only way to get canned responses (for all agents) from agent to admin is to copy into an email and send it, or create a KB article for the admin to copy to a canned response.
The simple answer to remove this bureaucracy is to give supervisors the rights to add canned responses visible to all agents. It can't be that difficult.
5 months ago
We are also looking into canned responses and our agent is not able to create canned responses for all in our team. I hope this will be available soon.