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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.
Andrew

1 answer

1 accepted

2 votes
Answer accepted
PhilSpo Rising Star Mar 01, 2021

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

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