Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
badges earned

Your Points Tracker
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Auto respond to common questions

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.

1 answer

1 accepted

2 votes
Answer accepted

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"





Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

JSM June Challenge #2: Share how your business teams became ITSM rockstars

For JSM June Challenge #2, share how your non-technical teams like HR, legal, marketing, finance, and beyond started using Jira Service Management! Tell us: Did they ask to start using it or...

322 views 9 7
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you