[Canned Answer]: Premium Support Request

[kudzaidotnet]

Description

Hey {{name}}!

{{custom_acknowledgment}}

<!-- insert custom acknowledgment of the issue they're facing. Example: "I understood your question about our WooCommerce integration for Event Tickets Plus -->

Since this is about one of our premium products, do you mind heading over to our website and submitting this as a ticket so we can tackle it further?

The <a href="https://wordpress.org/support/guidelines/#do-not-post-about-commercial-products" target="_blank" rel="noopener" >WordPress.org Forum Guidelines></a> limits us from providing support on premium versions of our plugins here.

But we'll be glad to take a stab at this once we get your ticket. Thanks {{name}}

Searched for duplicates.

Yes

Check Language

Yes

[lelandf]

Good idea @kudzaidotnet!

I totally understand the {{name}} example. This can pull from WordPress display name or WordPress username.

I'm not quite following the {{custom_acknowledgement}} example.

Instead of a variable (which would be dynamically pulled from some element of the WordPress support topic page) I wonder if a custom acknowledgement reminder could be literally written into the canned reply.

For example, in this repo the canned reply would be stored like:

`Hey {{name}}!

[DELETE BEFORE POSTING: REMINDER TO ACKNOWLEDGE THEIR SPECIFIC ISSUE]

Since this is about one of our premium products...`

Then the reminder text could be replaced with an acknowledgement accordingly.

Would that achieve the use case? Or am I misunderstanding?

[bordoni]

I was the one that added that one, it's mostly a "placeholder". It would be cool to use that as a way to put the cursor on.

[gugaalves]

@bordoni I have my own methods/steps and tools to create canned answers, let me share it with you as it may help you to have new ideas.

First, I'm using Espanso.org as a free alternative to Text Expander, and saving my most used canned answers on it. It's an open-source tool and checking how it works may help you to get new ideas (like hotkeys, variables, etc).

Also, Zendesk canned answers are good, but I'll never see them when answering .org forums so I prefer saving my most used canned answers on Espanso and keep expanding that list... but it's a personal tool, not aimed for teams. If your Canned answers tool let us have shared predefs (everyone in the company can see them) and also create some personal ones to reflect the way we use to write, it'll be as great as TextExpander.

About "expanding that list", I have one doc on Notion that is like a "triage" area. Many answers are saved there as reference and some will be added on Espanso if I'm using them every day, others are there just to have a place to get them when it's needed.

Example, when Avada 7.4 caused an issue when Combine Third Party CSS feature was enabled, I saved a canned answer on Notion and used it to answer more than 40 tickets just copying and pasting it, but as it was a temporary thing I haven't added it on Espanso.

Also, sometimes I don't know how to answer a ticket, but Zendesk search can help me find how others have answered related tickets, learn something new and be able to answer more tickets in less time (and maybe save a new answer on Notion that may be moved to Espanso someday)