Is there a way to see in JSM ticket history if a canned response was used and which one was used?
Hi there - In JSM, we have the ability to see ticket history and changes to individual fields, which is great. However, we can't see if specific automated actions were associated with a particular canned response.
Zendesk, JSM's competitor, has this feature by default so we could easily optimize the workflow for a given task (see example below), but with JSM, it makes it difficult for managers to QA their agents' work. In JSM, I don't have any way to confirm they actually used the canned response, which will ensure consistency for communications.
Is there a way to easily find this information besides a hacky workaround like adding a label? Canned responses is a major feature for effectively scaling support and ensuring consistency amongst agents, so I'm surprised that it's not already here by default.
In JSM, in the ticket history, it looks as if the agent ran each individual action within the canned response, and it's unclear if a canned response was actually used. Zendesk also provided a link to the canned response for easy editing, along with the link to edit the email notification if applicable.