Auto Reply templates for JIRA Service management

Question

Hi all

Is it possible in JIRA Service Management to have pre-canned reply to customer templates for agents to respond to service requests where there are repetitive tasks that require the same generic answer in the reply to customer field? exceptionally useful for high volume requests that require consistent responses to customers?

for example

* Your password has been reset.
* Please log off and back on again
* Please restart your computer

Is this possible natively or only with an add on

Many Thanks

Kel Hill · Answer

I am also interested in learning if such a feature is possible without resorting to a marketplace add-on app.  Agents currently keep their canned responses in a text file and copy and paste the responses from there.

Kristin Lyons · Answer

What is the process currently for the agents?  Are they sending a canned response that they type in each time based on the request type and where it is in the workflow?

Nick Turner_4hpwby · Answer

Thanks very much for the ideas Kristin

I have looked at the autmation but its not exactly what im looking for. The agent would need to make a call on the type of response that is needed in the customer reply and choose the appropriate response without having to type the message each time. Almost a pick list of test that is appropriate for their action, this would automatically fill the text in the customer reply and the agent could if needed amend it and send it.

Any other ideas?

Thank you