Button with function as "canned response" for the CREATE TICKET text field

Question

The comment section has canned response but we need similar functionality by being able to add such a button to the Create ticket text field, so we can insert text templates while being on the phone.

Basically the feature of canned responses but available under the CREATE button when we register a new case.

I would assume it is possible to associate button to this field?

Bård

Norway

Marc -Devoteam- · Answer

Hi @Bård Olsen

As I mentioned before, this will require a 3rd party app.

See options here.

Bård Olsen · Answer

Thanks for replying.

I want a button similar to the "Canned responses" button type, where we can store our own templates to add to the main field information of the case. So when we are on the phone, we click to get the Template then just fill in the fields.

Ideally we would have liked to fetch the templates in use for the web-interface where users often interacts themselves, but i do not know if that is possible.

It would be nice if we could have a separate "template button" where we could click the button, type a keyword, and then all templates used elsewhere would show and be selectable and bring into the case description field.

As it is now, you have to copy-paste templates from notepad, into the main cases then fill out the templates, and the "canned response" functionality would have been great for storing such txt-templates for manual input but for the ticket-description field instead. 
A quick search inside this button to locate txt-templates by keywords would have been great too.

I am surprised you did not think of this during development of the JSM as such a feature would be in the TOP 3 of wishlist for any agent sitting there answering calls and having to manually type in cases. Having to revert to 3rd party options for such basic functionality seems weird.

You managed to make such a great feature for the comment section, i cannot see a reason why such a feature could not be included for the Description function, OR the case Subject field for that matter, which we often have to type in manually too.

Best would be a template feature where we can pre-specify subject, description templates, products, criticality/priority and such, and then selecting a template would pre-fill out the fields with the standard values (ofc all fields would be possible to change by the agents if needed)

As I see it currently, you could reuse the code used for "canned responses" and adapt it to be usable for each manual input field, so people can store often used phrases, text templates etc for quick access. It would really lessen the time spent manually inputting text into cases and tickets.

Bryan Trummer - ReleaseTEAM · Answer

Hi @Bård Olsen - Welcome to the Atlassian Community.

Are you wanting to have some sort of template text for the description of a ticket? Or are you just wanting to have certain fields have certain values based on the phone call?

If you have automation, post ticket creation, you could have an automation run that could be a manual trigger where the agent selects the "ticket template" then that automation could update fields to fit that "template". I am not sure if this is what you are looking for but could be worth a try.