Sandbox-Freshdesk

Canned responses can be created for,

1. Personal usage

2. For all agents in the Helpdesk

3. For specific groups 

1. Personal Usage:

• Available only on the paid plans of Freshdesk. 
• Any agent in the helpdesk will be able to create personal canned responses in Freshdesk. This will be visible only to them and will not be available to other agents in the Helpdesk.
• Personal canned responses can be either created by clicking on the settings icon or from the reply editor on the new ticket page, ticket details page, and the new email page.
• By default the option to edit visibility of the canned responses will be greyed out for agents. However an agent with manage canned responses permission(custom roles available from Pro Plan onwards) can edit the visibility of the personal canned response,
• By default in the reply editor, the recently used 4 canned responses will be displayed and the option to choose personal response folder will be displayed first 

2. For all agents in the Helpdesk

• Any admin in the account or an agent with the help of custom roles(manage canned responses privilege) will be able to create canned responses for all agents in the Helpdesk.
• Visibility of the canned responses is always set at the individual canned response level and not at the folder level. A folder can have both group-specific and public canned responses.

3. For agents in group

• The group-specific canned responses will be visible only when the agent is part of those specific groups. For example, let's say canned response A visibility is set to the Billing group, then sales group will not be able to view these canned responses. However agents with manage canned responses will be able to view all the canned responses in the helpdesk.