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Auto reply when comments are entered by customer

Steve Kiely

I could only find posts about auto replies when tickets are created. Whenever I'm away from the office or not working, I set an auto reply and corresponding voicemail greeting for my customers that I'm unable to reply until I return. It's very concerning that this basic and essential feature in Jira is lacking. I want my customers to know I'm not replying in a timely matter as I always do because I am away or not working. For now I have a signature template with my current hours, but it's far from ideal. If I want to Resolve a ticket for example, I must Reply to customer first where the template choice is available, insert the signature and enter my comments above it. Send the comment, then Resolve the ticket without a comment.

I do hope there's an option for an auto-reply, otherwise I may need to communicate with my customers regarding the ticket via email.

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Scott Schellhardt_kfhy1i

Hi Steve,

If you are open to 3rd party apps, here is one that may accomplish what you are looking for https://marketplace.atlassian.com/apps/1218305/out-of-office-issue-calendar-automation-for-team-workflow?hosting=cloud&tab=overview

Steve Kiely

Hello Scott - I'll check that out when I'm back at work Monday. An example why I'd like the auto-reply, I've changed my hours to part time. Thanks.

Steve Kiely

Hi Scott - I wouldn't be permitted to add the app to our corporate system, and unless I missed it there appears to be no basic auto-reply function. Thanks again for the note. It's really bad and hard to believe that Jira doesn't have such a basic function.

Steve Kiely

Hi Scott,

I'm not authorized to use a 3rd party app, but thanks for the suggestion. The situation happened while I was out Thursday and Friday - a couple of customers entered comments that needed replies. Last week I created a template with my new hours and insert that with my first comment, and just hope the customer sees it. I've also noticed with that method, the Template choice is only available when selecting Reply to customer - not when changing the status to Waiting for customer. So, I've been using Reply to customer first with my signature, then changing the status to Waiting for customer.

Steve Kiely

I don't see my previous reply.

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