Scenarios and Canned Responses
One inserts words, the other performs actions. Teams routinely use the first where they needed the second.
The difference in one line each
A canned response inserts prepared text into a reply. That is all it does.
A scenario automation performs a set of actions on the ticket at once: set priority, change group, add tags, add a note, reply, close. It is the Freshdesk equivalent of a Zendesk macro.
If your agents are pasting a canned response and then making four field changes by hand every time, that whole sequence should be a scenario.
Building a library that gets used
The one to delete
Sooner or later somebody writes a "you already have a ticket open for this" response. It is polite and efficient and it means the duplicate reached an agent who had to spend time on it.
The better outcome is that the second ticket never arrives in the queue at all.
Frequently asked questions
What is the Freshdesk equivalent of a Zendesk macro?+
A scenario automation. Canned responses only insert text.
Can a scenario reply and close in one action?+
Yes, that is exactly the kind of repetitive sequence it is designed for.
Delete the duplicate response
When duplicates merge on arrival, nobody needs a template explaining that a ticket already exists.
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