Adaptive Canned responses

Hi guys,

I'm new to the forum and Plumsail and as most of you I'm here to find help and advice.

My organisation has recently adopted the HelpDesk product and I'm trying to make easy to use, in the past we've used feature similar to Canned responses - we would have a number of replies ready to be sent with a click of a mouse. I'm attempting to create replies which can change depending on the fields in the ticket for example when replying Requester's name will be populated automatically.

Is it possible? There is no mention in the user guide but as the system is based in the SPO I'm sure there is a way to do it (I just don't know how) :smiley:

Thanks for help in advance.


Hello Michal,

unfortunately, such a feature is not available now in HelpDesk. But I think it's a good idea and will discuss it with developers. I will keep you posted.

Hello Michal,

we added the feature to our road-map and would like to implement it though there is no due dates so it won't happen in the nearest future. Once it's implemented, I will notify you in this topic.

Hi Evgeniy,

Thanks for this, I'll be looking out for updates.