I want to use this to get an idea of which HC articles we should be developing to answer the more straight forward questions.
Can I see or track which saved replies are used the most over a time period?
Best answer by Milan
Hello @lamint
There's no such report as far as I know (as there is for Articles).
What you could do, since saved replies are sent manually, is to have a tag for each saved reply and then ask agents to besides sending a saved reply to tag the conversation with that tag that belongs to that saved reply. And after a while check the report on conversation tags.
It's not an instant solution, and it can be very time-consuming to set this (I assume you have lots of saved replies) and then you depend on agents, but if I were you and this was really important then this is how I would do it.
Cheers!
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