Jira Servicedesk : Automated responses

Question

how to create a  list of automated responses we could use and edit before sending to save us time. Something like Zendesk macros

Susan Hauth _Jira Queen_ · Answer

Hi Karren,

Did you fully investigate the built in Automation.  You can automate comments (which would work as notifications) for all sorts of criteria (issue created, transitioned) and you can use jql to be very specific.

Cheers,

Susan

Steffen Opel [Utoolity] · Answer

We have simply maintained a manually curated list of 'templates' in Confluence for a while so that the customer service team could quickly grab our 'default' response for particular scenarios, copy it into the Jira Service Desk comment field, and edit the 'placeholders' we marked up specially (e.g. the customer name, the name of the app/service in question, etc.).

This worked, helped with onboarding new team members, and let us converge to a standard messaging around common support requests. But it has been pretty tedious still, so we switched to Canned Responses Pro, which provides "Reusable and automated templates of comments for common issues in Jira Software, Jira Core and Jira Service Desk".

We are very happy with this app, and Spartez also has great support and listens to feedback.

* Note that Jira Service Desk for Server has meanwhile introduced an awkwardly identically named feature in release 3.7. However, this solution has not been on par with Spartez' feature set back then (haven't looked at it since) - Spartez provides a table comapring the Differences from Jira Service Desk built-in canned responses.