Agents Can no longer see 'Shared' Canned Responses

[T Wrigley]

Hi

Recently our Agents have advised when adding a Canned Response in Comments, they can only see their 'Personal' responses and no longer see 'Shared' im not sure what the solution is as there are no permissions associated with Canned Responses.  We are not willing to make everyone an Administrator.

Any suggestions?

[jens t · Accepted solution]

Hi! This definitely sounds like a frustrating issue, and you're right—there usually aren’t specific permissions tied directly to shared canned responses, so the sudden change is unusual. One possibility is that the visibility settings on the shared responses were modified. Some platforms like Zendesk or Freshdesk allow responses to be shared only with certain roles or groups, so it's worth double-checking that they’re still marked as “shared” and haven’t been limited to a specific audience.

Also, consider whether any recent changes were made to agent roles or groups, as that might indirectly affect access. It's also possible that a recent platform update altered how canned responses are handled, so checking the changelog or recent release notes might provide some clues. In a few cases, display glitches can be the culprit—clearing the browser cache or testing in incognito mode may help confirm if it's a UI issue.

If none of these resolve it, I’d recommend reaching out to your platform’s support team to see if they’re aware of any recent changes impacting this functionality. Hope this helps, and definitely let us know if you find a fix!

[T Wrigley]

Hi jens t, thanks for the reply, I will do some more checks and try Incognito mode as well.