[New] mobieusHelp: Canned responses are text-only — no multi-action macros

Area: mobieusHelp (audit p7) · Surface: mobieusHelp (helpdesk) — agent workspace / canned responses · Dimension: competitor-gap · Severity: minor

Zendesk macros and Help Scout/Intercom saved-replies bundle a reply text WITH actions: insert the reply, set status to pending, add a tag, reassign, set priority — all in one click. mobieusHelp already has both halves (canned text + a rules action dispatcher) but they are not wired together: an agent applying a canned response only pastes text and must then manually change status/tag/assign. For high-volume queues this is the single biggest agent-efficiency feature, and the building blocks already exist.

Evidence

CannedResponse stores only slug/title/body_md/queue_id/is_active/sort_order (CannedResponse.php:55-73, migration 2026-06-01-helpdesk-phase2-canned.sql). `grep -riE '\bmacro\b' src/*/Helpdesk src/Controllers/Helpdesk` returns nothing. The rich multi-action logic (set_priority/add_tag/assign_queue/assign_agent/set_status) lives only in the event-triggered RulesEngine (RulesEngine.php:355-358), not in an agent-invokable one-click action.

Suggested fix. Add an optional actions_json column to helpdesk_canned_responses reusing RulesEngine::applyAction, and when an agent applies a canned response, run its actions through the existing dispatcher. This turns canned responses into true macros with almost no new infrastructure.

Filed by the automated tenant-app audit and adversarially evidence-verified. Status: verified. Open — not yet actioned.