How is it possible to implement pre-written answers for the issues?

Question

How is it possible to implement a system (and what system) where our customer support team members could find a relevant answer?

Today, they use an excel document to manually find the pre-written answer according to the customer's request. The requests are chosen by customers on our website.

So, basically, when it comes to us in Jira, it already has a request type.

With this request type, the support team manually finds the answer in a separate excel document, which is not convenient.

We want to implement a system that takes this request type and shows the pre-written answers according to the request type in Jira. Therefore, we are supposed to answer in 3 different languages at this stage. So, we should be able to choose the language.

Of course, it should be scaleable for more pre-written answers.

unknown · Answer

Thank you for the information, Mr. Jack :)

Jack Brickey · Answer

What you are looking for I think is canned responses. There is an open request for this and I remain hopeful that it will be implemented. In fact Server has this. There are addon solutions in the Marketplace you might consider. However, what I use is an auto-text app that provides for a shorthand approach, e.g. typing %thanks might result in “Thank you for your request, we are investigating.”. Examples of these apps - a-text, phrase express. Finally, depending on your precise requirements you might be able to leverage Automation.