Sandbox-Freshdesk

Any agent with manage canned responses privilege under admin>>roles will be able to export/import canned responses.

Exporting Canned Response:

1. Navigate to admin>>canned responses>>export canned responses

2. You can choose to export the canned responses either as a CSV or XLSX file. However please note that for import we allow only CSV files. 

3. An email will be sent to the agent who requested an export from the primary support email address with a link to download the file.

The link will be valid only for 15days from the date of export.

We cannot export a specific folder of canned responses. This is an existing feature request.

4. The export file will have the following data,

• Canned response ID - Unique ID associated with each canned response in Freshdesk.
• Title - The title of the canned response
• Content/Content HTML - Canned response content in both HTML and plain text versions.
• Account ID - We have an ID associated with each Freshdesk instance for internal purposes. Though generally, we don't expose it to the customers, this parameter is included for now in the export file.
• Created at/Updated at - Will have the canned response creation and updation date.
• Folder ID/Folder name - Every canned response will have a folder name/id associated.
• Visibility - Visibility can be available to all, available to groups, and personal responses.
• Group names - The groups to which the canned responses are associated. These canned responses will be visible only to agents belonging to that group.

Importing Canned Response

1. Canned response import can be performed from under admin>>canned response>>import.

2. The maximum file size that can be imported is limited to 100MB.

3. Only CSV files are accepted for import.

4. Title and Content HTML are mandatory attributes while importing a canned response. Though it says content HTML,  passing the content in plain text is enough. 

5. Once the import is complete, the agent who performed the import will receive an email that will have the created, updated, and failed to import data.

6. For canned responses that failed to import, the email will have an attachment that includes the reason for the import failure.

7. Things to note while importing a canned response:

• When the visibility is to "available to groups" and if the group names aren't mentioned in the CSV file, then the import will fail with the reason - No group names mentioned.
• The canned responses title is unique and if we import a canned response with the same title, we'll get the above error - Duplicate response. Title already exists.
• When the canned responses' visibility has to be set to more than one group, mention the group names exactly how they are spelled under Admin > Groups, and separate the groups with two piping symbols - ||
• When an admin imports a canned response with just the title and content, the entire list of canned responses will be created in the personal folder. 
• For maintaining existing canned responses, you can export the existing canned responses into a CSV file, make the required changes, and then import it into Freshdesk. In this case Do NOT change the 'Canned Response ID' field when you update the details on the export sheet, as that is the unique ID with which the system will do the update. Otherwise, duplicate canned responses will be created.
• If a folder name is mentioned in the canned response, then visibility is mandatory. If visibility is not mentioned, the import will fail for the reason - Invalid folder, visibility, and group association

The following are common scenarios and corresponding success/failure reports: