Personalized Responses for Group

Idea created by jessica.rust on Aug 8, 2013
    Not planned
    Score11

    Currently (r12.7 and below) personalized responses can only be either public (everyone can use them) or assigned to an individual (only available to that contact for use).  The personalized responses that a service desk analyst would use vs an application or network support analyst, etc are quite different - for this reason we would like to be able to assign personalized responses to groups rather than only individuals.

     

    Often different departments or groups have different standard communications so I believe it would be helpful if we could restrict use of the responses to only the group it applies to rather than having to make all of the responses publically available.  This way users wouldn't have to wade through a big list of responses that aren't relevent to their work in order to find the response they want.