Automatic reply with a generated reference

Deleted user August 26, 2022
  1. How do I set up automatic reply with a generated ticket number that will be sent to the customer?
  2. How do I set a picture for a n organization?
  3. Are there extra costs to using the knowledge base (Confluence) f you are using the free plan of Atlassian?

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Dirk Ronsmans
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 26, 2022

Hi @[deleted] and welcome to the community!

1. That can be handled using Customer notifications 

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-notifications-for-your-customers-and-team/

2. Not possible that I'm aware of

3. According to https://www.atlassian.com/software/jira/service-management/product-guide/getting-started/knowledge-management#how-to-get-started you'll need to set up a free Confluence plan at the minimum. Unless you go beyond the scope of what's included in the Knowlege Base part it doesn't seem like you'll need to purchase a Confluence license

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-your-knowledge-base-with-confluence/#Adding-a-Free-plan-of-Confluence-to-your-site

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Deleted user August 26, 2022

Hi @Dirk Ronsmans 

Thank you for you response.

Please see attached of what I see. Basically i cannot do anything here.

Screenshot 2022-08-26 121626.png

Dirk Ronsmans
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 26, 2022

Indeed, that’s normal. 
the default templates can only be sapped slightly and with a few variables. 

Since you are also on a trial you aren’t able to modify them. If you need to do so during the trial to test it you’ll have to contact them with a support request. 
(https://support.atlassian.com/contact)

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