Canned Responses per Category

[GlenH]

At the moment with HESK, you can only create general ‘canned’ responses.

I have 6 different ‘Categories’ and I need different ‘canned’ responses for each category, but that can’t be done

I have to put all my ‘canned’ responses under the one ‘canned’ folder which makes for a very large and confusing lisyt of ‘canned’ responses.

In the next version of HESK, can you develop the a function where I can create ‘canned’ responses based on selecting a specific ‘Category’

--Glen

[Klemen]

I won't give any promises, but this is on my "to do" list.

[GlenH]

Thanks for the consideration to add that feature

--Glen

[Lurking]

I think simply making the canned messages sort ALPHABETICALLY after being created would be the easiest change for a significant search feature benefit.
I was moving each message manually with the "up" N "down" buttons, but after 50+ messages stockpiled now, I stopped moving them and now just search for it. Still great feature though! Larry

PS- 2.3 working great!

[GlenH]

For me just an 'alphabetical' list of canned responses would still be cumbersome

Let says I have 6 categories ( or in my case products) that the Help Desk supports.

Now I want to create canned response called say ...'Lost Email'

And it needs to be a DIFFERENT 'Lost Email' canned response for each of my 6 products, and I want to name the canned response 'Lost Email' for each category (product)

Of course i could do this...

Product1 lost email
Product2 lost email
Product3 lost email

and have them all in the one canned response list, but that gets really hard to manage, not to mention how long that that 'canned response' list would end up being.

So canned responses setup per category is the only way to go

--Glen

[Klemen]

Categories are indeed the way to go, but for those who may just need alphabetically it's a simple fix: change

Code: Select all

`reply_order`

to

Code: Select all

`title`

in files "admin/manage_canned.php" and in "admin/admin_ticket.php".

[GlenH]

Do you replace every instance of 'reply_order' in that file?

[Klemen]

Just the first one in manage_canned.php.