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Automatic reply with a generated reference

  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?

2 answers

0 votes

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 Aug 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)

0 votes

Hi @Nolwazi Shebi 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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