Adding a popup box or banner when clicking 'Reply to Customer'

[Graham Bruce]

We are looking to see if its possible to add a popup box or prompt when someone clicks reply to customer, we have a guided response to the client and we want a popup to remind our analysts to follow the correct procedure. 

[Ste Wright · Accepted solution]

Hi @Graham Bruce 

Is this a workflow Status? Or just adding a Comment?

If it's a Status, you could...

• Have a Screen appear
• Have a read-only text field which provides a link to the procedure, or tells them to remember it

But, if this is just a Comment, there isn't a native way of doing this.

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What about a canned response instead? That way if there's a specific method of responding or content to include, it could be drafted as a template. See some best practices for these responses on this help page.

Or for more advanced actions, what about using Automation? For example if a Status triggers the action, it could add a comment, and take other actions within the ticket as required?

Ste

[Joseph Chung Yin · Accepted solution]

@Graham Bruce -

Welcome to the community.  I agreed with @Ste Wright suggested.  He is correct there is no native way when one is accessing the commenting UI outside of the WF transition status.

In our env, we established a proper business process training for all agents during their on-boarding process outside of Jira.  This become the standard that they follow when handling issues in the JSM project(s).

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Stanley Duback · Accepted solution]

Where someone clicks "Reply to customer" is this the workflow specifically you are referencing? 

If so, you can associate a screen to that workflow that will make a modal appear that can guide them toward your process.

[Graham Bruce]

Hi all, 

thanks for the response, much appreciated. Yes, I was looking for a way to 'remind' our agents to follow the process but if there is no native way of doing this I'll look to use the Canned response. 

Thanks again,

Graham