Freshdesk Scenario Automations and Canned Responses
Freshdesk scenario automations perform actions. Canned responses insert words. Teams routinely use the second where they needed the first.
Freshdesk scenario automations versus canned responses, in one line each
A canned response inserts prepared text into a reply. That's 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's 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's 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
Does Freshdesk have macros like Zendesk?
Not by that name. Canned responses vs macros Freshdesk confusion comes from Zendesk terminology: Freshdesk macros are what people call scenario automations, and canned responses only insert text.
Are Freshdesk scenario automations the same as Zendesk macros?
A scenario automation. Canned responses only insert text.
Can a scenario reply and close in one action?
Yes, that's exactly the kind of repetitive sequence it's 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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