You are using Email to Case Premium and are unable to access Canned Responses on the E2CP New Comment page.

Users may not be able to access Canned Responses without the following object/field permissions.

• Read Access to the Canned Response object
• Read Access to the Active field within the Canned Response object.

Email to Case Premium comes packaged with an end-user permission set, including access to the above-mentioned permissions, which can be assigned on a per-user basis. To extend access to individual users, navigate to Setup > Manage Users > Permission Sets > E2CP End User > Manage Assignments > Add Assignments. From here, select each of the desired users and click Assign.

You can also provide access to these object/field permissions directly to each profile. (This may be the easiest method for those with a large number of E2CP end users under the same profile.)
If you decide to take this route, please review the directions below in accordance with your organization's User Interface.

Standard Profile User Interface:

• Navigate to Setup > Manage Users > Profiles > select the affected profile.
• Scroll down to the Custom Object Permissions section and ensure the Read check box next to Canned Response is checked. If the profile does not have access, click Edit at the top of the page, populate the Read check box, and click Save.
• Lastly, scroll to the Custom Field-Level Security section > click View next to Canned Response > ensure Read Access is provided to the Active field. If the profile does not have access, click Edit at the top of the page, populate the Read check box, and click Save.

Enhanced Profile User Interface:

• Navigate to Setup > Manage Users > Profiles > select the affected profile.
• Select Object Settings > Canned Responses
• Ensure that the Read object permission is enabled and that Read Access is checked next to the Active field. If the proper access has not been provided, click Edit at the top of the page, populate both the Enabled check box next to the Read and Read Access check box next to the Active field, and click Save.