Is it possible to setup an autoreply scheme using OnDemand?


We have started to use JIRA ServiceDesk for a number of clients, and I am looking for a solution for auto-reply.

Basicaly, we need to setup an auto-reply scheme on within the ServiceDesk project so that any support ticket, raised by clients, via the ServiceDesk Customer Portal, or via email integration (which will automatically create a ticket in the same project), must trigger an auto-reply back to client, to acknowldge the ticket has been received and wil be looked at.

Ideally, the auto-reply message should contain the ticket details, such as the ticket ID. All users raising tickets need to be JIRA users.

Is this possible within out-of-the-box OnDemand? If not, what would be an alternative to achieve this setup?

Thanks in advance.


1 answer

1 accepted

Actually the autoreply is setup out-of-the-box, but not configurable, apparently, as in a notification scheme, for example.

So, once you create a ticket via the Customer Portal, you will get the autoreply notification, which is good enough for us.


Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

1,225 views 2 14
Read article

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you