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Add templates to reply to customer

ext_jepodola

Hi,

I would like to add different templates when replying to a customer's issue.

Before JSM we were using Gmail and we had customized different templates with a fixed text, example below.

I would like to replicate this on JSM. How am I able to do this?

Thanks in advance!

Accepted answers

Angélica Luz

Hello @ext_jepodola,

Thanks for reaching out to Community!

On Jira Service Management, currently, there is no built-in feature that allows storing templates for replies.

There is a feature request suggesting the implementation of this ability:

auto reply template feature

Please, click on vote and also watch to receive updates from our product teams.

Kind regards,
Angélica

All comments

Angélica Luz

Hello @ext_jepodola,

Thanks for reaching out to Community!

On Jira Service Management, currently, there is no built-in feature that allows storing templates for replies.

There is a feature request suggesting the implementation of this ability:

auto reply template feature

Please, click on vote and also watch to receive updates from our product teams.

Kind regards,
Angélica

unknown

Hello @Angélica Luz

I was wondering to implement automated replies for common tickets, however as I saw on your answer looks like it is not allowed yet... or, did this insight has been worked out on ?

If your answer is positive, please let me know,

Have a nice day.

Thank you!

Angélica Luz

Hello @[deleted],

Welcome to the Community!

The feature is currently in progress and the last update from our Product manager Joseph was on January 2022:

Due to our increased focus on delivering an embedded knowledge base experience in Jira Service Management, we had to delay the start of work on the canned responses feature. We will add this back to the roadmap once we have a clear idea of the delivery timeline.

With this said, we still don’t know when auto-replies/canned responses will be implemented in Jira Cloud.

Kind regards,
Angélica

Ben Trigg

I believe the functionality you sought is now available: https://support.atlassian.com/jira-service-management-cloud/docs/reply-faster-to-your-customers-with-canned-responses/

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