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JIRA Service Desk: Can our agents use canned responses?

Susi Moser

Hello! :-)

We are evaluating JIRA Service Desk and plan to use it as Self-Hosting (Server). We are going through the documentation and have some questions.

Is it possible to add / manage / translate canned responses that our agents can use to reply to our customers?

Any help would be really appreciated. Thank you. :-)

Accepted answers

Christoph Schötz

Hey Susi - did you mean https://marketplace.atlassian.com/plugins/com.spartez.jira.plugins.commenttemplates/server/overview? This is quite a cool add-on for JIRA/JIRA Service Desk which might be helpful for you.

Cheers

Christoph

All comments

Christoph Schötz

Cheers

Christoph

Susi Moser

Thank you very much for the information. :-)

Felipe_64ryk0

Jira Service Desk Server 3.8 has introduced native canned responses:

https://www.atlassian.com/blog/jira-service-desk/get-time-back-canned-responses-sla-copy-configurations-jira-service-desk-server

Thomas

Hi Felipe,

is this feature also available in JIRA (without SD)?

If not, is this planned/possible?

Thanks,

Thomas

Felipe_64ryk0

Hey, Thomas! The feature is only available on Service Desk, it is tied to the "agent" role which is exclusive to SD ;-)

Thomas

Thanks Felipe, not quite the answer I was hoping for

Any plans to add this to normal JIRA? We have 10.000 users and cannot simply add SD

Jürgen Scholtes

We just bought the Plugin mentioned by Christoph.

Are there any Information about the difference between the plugin and the "builtin" canned responses in 3.8 ?

Damian Skrodzki

Hi @Jürgen Scholtes, thanks for asking. I've just prepared a page containing a short comparison of the two.

https://confluence.spartez.com/x/yQVRAg

Just ping me at damian.skrodzki at spartez.com if you have any questions.

P.S. I'm the developer behind Canned Responses at Spartez.

Cheers,
Damian

Etienne Janse van Rensburg

hi Christoph, will this add-on work for auto responses to a customer to include the issue key?

Piotr Stefaniak

Hello Etienne,

Disclaimer: I'm developer behind the mentioned add-on.

I think our plugin should work for you, but could you elaborate a bit what are you trying to achieve? How are you going to setup the auto-responses? Our add-on does allow to hook into Service Desk Automation feature, or as a Post Workflow Function in plain Jira. I imagine in both places we could reference issue key via a macro from this list: https://confluence.spartez.com/display/CT/Supported+macros

Though, your particular use-case may (or may not) impose limits on our tool to retrieve the issue key from the context.

Please tell me if that was helpful to you.

Cheers,
Piotr

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