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. :-)
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.
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.
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.
I think our add-on could handle your case. Let me show you screenshots from my dev instance:
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:
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 email@example.com - we will help you.
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.
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?
Hello Insight users, As part of our (Mindville's) acquisition by Atlassian, our training team is looking to build some new Insight training materials. It would really helpful if you can ...
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