Auto respond to common questions

[Andrew Wright]

Hi Community

We use Jira as a helpdesk and we get a lot of common questions which I would like to auto respond to with a set of 'Have you checked....' responses when certain text is in the subject or body of the ticket.

Is this possible natively or by a plugin?

Thanks in advance.
Andrew

[PhilSpo · Accepted solution]

Yes you could set up some automation to do this.

So setup you automation to trigger every time a comment is posted on an issue by the customer.

Then setup If/Then statements.

You can setup JQL to find the keywords you are looking for:

comment ~ xxxxxxx

If this is met, you could automate to put an autocomment back to the customer or provide the link to url etc.

So in the JQL if you put:

comment ~ account

It would respond to every comment that contained the word "Account"

Cheers

Phil