Hey,
we have conceptualized a usecase, where some ticket fields are set automatically after a specific canned response was used by an agent.
We have a lot canned responses where the ticket type (among other fields) could be deducted automatically.
For us, the best would be to react already when the agent chooses the canned response.
Therefore, we would need an event within the ticket details page, which tells us, which canned response was inserted.
Anyone else, who sees this as a valuable addition to the product?
Best
Tom
Hey @ThomasH,
I’ve shared this with the Freshdesk support team and they should be getting in touch with you soon.
Hey @zach_jones_noel
thank you for forwarding.
Just for my understanding - As this is a feature request for Freshworks FDK, I thought, this section would be the correct one to hand in the idea.
Should I’ve made the request directly with Freshworks support?
Tom
Hey @ThomasH,
Since this is a product-related feedback and feature request, I’ve shared it with the Support team to channel it to the right stakeholders. 
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