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We’re excited to announce our early access program for canned responses in Jira Service Management. This new feature will allow project admins and agents to create predefined responses that are frequently used, and quickly insert them in issue replies.
How will this help my teams?
Increased agent productivity due to easy availability of frequently used responses, right from the comments editor.
Standardized response from the teams. The project admins can create these responses as a source of truth, that the agents can then share with the help seekers.
How does it work?
Project admins can create shared (with the project agents) canned responses. These help teams standardize the replies and consider a reply as the source of truth. These shared canned responses will be accessible to all agents of the project.
Agents and project admins can create personal canned responses that they can use in future comments. These can be signatures or unique greetings specific to the agent.
All canned responses can be accessed from the comments editor in the issue view.
Variables can be inserted into the canned responses while they are created. When the canned responses with smart values are inserted in the comments these smart values automatically convert to actual values.
This is the beginning of many canned response enhancements coming out incrementally over the next few months.
What’s involved in the early access program (EAP)?
As part of the EAP, you’ll have early access to this feature, so you can try it out and also have an opportunity to provide feedback that will help shape the future of the Canned Response feature.
How do I sign up for the early access program?
You can sign up through this link. You will need to be a Jira Admin or a Project Admin to signup for this EAP. We also want to note that this is a limited EAP, which means we cannot guarantee a spot for all customers who express interest. Those who are selected will be informed via email and we will enable this feature within a week. The rest of the customers who expressed interest will get this feature within 2-3 weeks.
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