Canned respons when resolving issue

Christian Letessier

Hi,

I started to use the out of the box functionality "Canned responses" when replying to a customer in JSM.

I wonder if it's possible to use "Canned responses" when resolving an issue.

I don't see this function when resolving issue, I have it when sharing a comment with customer.

Thank you.

Iryna Ihnatiuk

Hi @Christian Letessier

 

Unfortunately, native JSM canned responses are not available on the Transition screen/Resolution screen. There is an open feature request to Atlassian about this https://jira.atlassian.com/browse/JSDCLOUD-12765, feel free to vote.

If you're considering using an app for this, our Canned Responses Pro will meet your needs. It supports both Issue View and Resolution screens, as well as JSM Queues, and offers many other advanced features (like automated signatures, attachments in templates, multi-level permissions, and so on). Feel free to check it out and contact me with further questions.