Include Canned Form in Canned response | Community
Skip to main content
Visit Freshworks.com Visit Freshworks

Include Canned Form in Canned response

  • April 16, 2020
  • 3 replies
  • 2 views
L
Debut

Is there a way to to include a canned formed in canned response? This reduces the number of steps we have to do when attaching a canned form in a canned response.


Right now, we would have to do 3 steps:

  1. Add canned response.
  2. Pick a spot in the canned response where it makes sense to add the link to canned form, add it.
  3. Additional step of editing the sentence of the canned form (says we don't want it to say "Please fill out the [Form name] by clicking here" but rather "Feel free to tell us more about your request through this short form here"

    This topic has been closed for replies.

    3 replies

    A

    Hello Linh,


    We hear you. We already have an option to add canned forms in canned responses through liquid placeholders. Unfortunately, we haven't added it as a property in the 'Insert placeholders' option and it is something that we'll address in the upcoming releases. You can include a canned form using a liquid placeholder that looks like this : {{ticket.canned_form_35000000570}}

    Here,

    35000000570 is the ID of the canned form that you can get from the page url. Hope this helps!


    Cheers!

    L
    Debut
    • linh.nguyen
    • Author
    • Debut
    • April 20, 2020

    Aravind,


    Thanks for your suggestion, I didn't know that was possible.Although I will need your further support.


    Upon trying the liquid placeholder, the canned response now has the canned form. However, from both the receiver's end and admin's end, the link leads to a page where it says "We are sorry. You have been restricted from accessing this helpdesk page." and did not load the form.


    I have tried to send the form not using canned response and the same error page appears. So it's probably that the liquid property works but somehow the form is not?

    A

    Hi Linh,


    We tested it out and it seems to be working fine. If you're trying to access the form as an agent (or in the same tab where you've logged in to Freshdesk), the form might error out. This is because the canned forms haven't been built for internal use and will work only if it is accessed by someone who's not an agent in Freshdesk.


    Cheers!

    Terms & ConditionsCookie settingsAccessibility statement
    COMMUNITY
    PARTNER PROGRAM
    • Legal
    SUPPORT
    CONTACT