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Can we create canned responses (triggered preformatted personalised comments for standard updates)

Cathy_rfjjhd

Hi,

We use Canned Responses in Freshservice, previously in Zendesk they were called Macro's. I can't see in Jira Service Desk if there is a feature for this. This is where in a ticket comment, a standard preformatted response can be added by selecting this from single click within a ticket. These can be personalised by adding Placeholders to pull through data such a requester name to the comment.

Please can you help as these are really useful?

Many thanks,

Cathy

Accepted answers

JP _AC Bielefeld Leader_

Hm, on Jira Service Desk server, no problem, but on Cloud, still open:

https://jira.atlassian.com/browse/JSDCLOUD-631

All comments

Raynard Rhodes

As far as I know Jira Email This Issue (JETI) has this option. I do not think it's an out-of-the-box option.

Jira Email This Issue (JETI)

JP _AC Bielefeld Leader_

Hm, on Jira Service Desk server, no problem, but on Cloud, still open:

https://jira.atlassian.com/browse/JSDCLOUD-631

Cathy_rfjjhd

Thank you. both. I'm really surprosed that this is not an availalbe feature! I have voted and commented on the Suggestion. Maybe we will nee to look at a 3rd party app then.

Kind regards,

Cathy

Cathy_rfjjhd

Hi,

I'm confused as I came across some documentation referencing canned responses here:

https://confluence.atlassian.com/servicedeskserver/editing-and-collaborating-on-issues-939937207.html#Editingandcollaboratingonissues-Cannedresponsesforcomments

However I can't see the icon that it refers to so wondering if this is an old article?

Many thanks,

Cathy

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