Canned Responses "filter by shortcuts" for HelpDesk?

Any chance in the settings for canned responses in HelpDesk a “filter by shortcuts” field (like in the LiveChat canned responses) could be added? We have a lot of canned responses and when making edits to the canned responses in HelpDesk you cannot search by hashtag you can only scroll and scroll through all the hashtags until you find the one you’re looking for.

Thank you!

Hello Melissa! :wave:

I reached the HelpDesk team and they seemed very impressed by the idea! I’ll let you know when I will have any news about the estimated time of implementation. :muscle:

Also, I moved your topic to the HelpDesk Talks category, it’s a new dedicated place for posting anything related to HelpDesk :slight_smile:


Any progress on this feature? I have a big price change coming up soon, so it would be very helpful to be able to search for canned responses in HelpDesk vs scrolling and scrolling.

Also - has there ever been any thought to being able to add or update a canned response in LiveChat or HelpDesk and have it automatically import to the other platform? As far as I can tell, we have to manually add and/or change the canned response both to LiveChat and HelpDesk, but a option to “import to the other platform” and/or “update in other platform” would save time and ensure canned responses were consistent regardless of which platform agents were using. (I found this out the hard way when I missed updating a price on one platform and we were giving out different info in a LiveChat canned response vs a HelpDesk canned response :woman_facepalming:).

Hello again! :wave:
I reached our product team, will keep you informed about the feedback :handshake: