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

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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. :-)

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Felipe Reis Atlassian Team Sep 06, 2017

Hi Felipe,

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

If not, is this planned/possible?

Thanks,

Thomas

Felipe Reis 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, 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 Reis 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?

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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 scholtes@fh-aachen.de, 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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