Predefined replies are the godsend and the bane of helpdesks.

They help staff lower the amount of time they spend answering repetitive questions and at the same time, many users quite often see a predefined reply that doesn’t fix their situation.

Staff need to ensure that before they send a predefined reply that they have read the entire email and know exactly that the predefined reply will answer the users question.

Very simple questions like “What are your store hours” can easily be answered by a predefined reply. But users don’t always ask simple questions.

With iDesk and admin can set as many predefined replies as they want. But did you know when a staff member adds a predefined reply that they can edit the reply in the email they are about to send?

Their reply doesn’t have to be automatic and robotic. They can add a personal note at the top or bottom of the email or perhaps change something in the reply to reflect the users question.

Predefines replies can and will save you time, money and user frustration. But they must be used wisely and appropriately or your reputation will suffer.