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JIRA Service Desk: Can our agents use canned responses?

Hello! :-)

We are evaluating JIRA Service Desk and plan to use it as Self-Hosting (Server). We are going through the documentation and have some questions.

Is it possible to add / manage / translate canned responses that our agents can use to reply to our customers?

Any help would be really appreciated. Thank you. :-)

3 answers

1 accepted

3 votes
Answer accepted

Hey Susi - did you mean https://marketplace.atlassian.com/plugins/com.spartez.jira.plugins.commenttemplates/server/overview? This is quite a cool add-on for JIRA/JIRA Service Desk which might be helpful for you.

Cheers

Christoph

Thank you very much for the information. :-)

hi Christoph, will this add-on work for auto responses to a customer to include the issue key?

Hello Etienne,

Disclaimer: I'm developer behind the mentioned add-on.

I think our plugin should work for you, but could you elaborate a bit what are you trying to achieve? How are you going to setup the auto-responses? Our add-on does allow to hook into Service Desk Automation feature, or as a Post Workflow Function in plain Jira. I imagine in both places we could reference issue key via a macro from this list: https://confluence.spartez.com/display/CT/Supported+macros

Though, your particular use-case may (or may not) impose limits on our tool to retrieve the issue key from the context.

Please tell me if that was helpful to you.

Cheers,
Piotr

Good day @Piotr Stefaniak ,

 

Please follow the link to find more info on the achievement i'd like to reach.
I hope you'll find the information to what you inquire.

https://community.atlassian.com/t5/Jira-questions/Automation-Rule-in-Service-Desk-Quote-Issue-Key/qaq-p/1095986#M349663

 

Kind regards,

Etienne

Hello Etienne,

I think our add-on could handle your case. Let me show you screenshots from my dev instance:

Screenshot at 2019-05-31 16-10-39.png

While I didn't have SLA properly set up on my Jira instance, I've used another trigger ("on resolution change") to simulate what would happen:

Screenshot at 2019-05-31 16-12-30.png

So yes, I think this covers the use-case you have described. You can give a try to our add-on (after all, evalution is for free), and should you have any problems with setting it up, please ping me or support@spartez.com - we will help you.

Cheers,
Piotr

thank you @Piotr Stefaniak

ill give it a shot and get into comms with you.

 

kind regards.

Etienne

Like Piotr Stefaniak likes this

Hi Felipe,

is this feature also available in JIRA (without SD)?

If not, is this planned/possible?

Thanks,

Thomas

Felipe Atlassian Team Sep 07, 2017

Hey, Thomas! The feature is only available on Service Desk, it is tied to the "agent" role which is exclusive to SD ;-)

Thanks Felipe, not quite the answer I was hoping for ;)

Any plans to add this to normal JIRA? We have 10.000 users and cannot simply add SD ;)

Hi @Thomas Stock, Canned Responses addon (by Spartez) developer here. Sorry for late answer.

Built-in Jira Service Desk canned responses are part of Service Desk application and I haven't heard of anything that would indicate that Atlassian would add them to non-Service Desk projects.

Our add-on works without any issues without a need of having Service Desk so you might give it a try. 

https://marketplace.atlassian.com/plugins/com.spartez.jira.plugins.commenttemplates/server/overview

Cheers,
Damian

Thanks, I will have a look!

You're welcome :)

I know this is an old post, but I'm wondering why in your blog posts you don't include the "how to" links? 

@Felipe you pointed to https://www.atlassian.com/blog/jira-service-desk/get-time-back-canned-responses-sla-copy-configurations-jira-service-desk-server but it doesn't show how to set this up or where to go to learn how. The update notes just say what was fixed/added. This is the second blog that just announces a feature without directing where to go from there. Can you point me in the correct direction for the how-to?

Like Alexander_Cohen likes this

We just bought the Plugin mentioned by Christoph.

Are there any Information about the difference between the plugin and the "builtin" canned responses in 3.8 ?

Hi @Jürgen Scholtes, thanks for asking. I've just prepared a page containing a short comparison of the two.

https://confluence.spartez.com/x/yQVRAg

Just ping me at damian.skrodzki at spartez.com if you have any questions.

P.S. I'm the developer behind Canned Responses at Spartez.

Cheers,
Damian

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