Differentiate between an email reply “canned response” and an inserted article (which is written differently)
Right now, the "canned response" system enables insertion of text which are knowledge base articles (publiches) and also canned responses (not published).
The way a support ticket is replied to and the way a knowledge base article is written is different.
I think it would be better if canned responses and knowledge base articles were differentiated and used in a separate menu as it would be make it easier and more efficient finding the "Email reply" canned responses and inserting the knowledge base articles.
3
votes
Anonymous
shared this idea