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Comment templates similar to Salesforce Solutions?

Is there a way to make Jira autofill a comment, but allow the Jira user to edit it before it is sent to a customer? This would be similar to Solutions in Salesforce.

I have a group of message templates that are used under specific circumstances, but sometimes an agent may need to combine multiple or may need to fill in a blank with something that's not easily replaced with a smart variable, so just having them do something like select a label and having an automation that runs to leave a reply to the customer won't work. Is there a way to save these templates in Jira and have them populate in the comments section but not automatically send to a customer?

(I'm not asking about the email templates like those that are used when a ticket is created, customer is invited, etc)

1 answer

1 accepted

4 votes
Answer accepted
Melo Community Leader May 18, 2022

Hi @Ada Skillings,

I think in your case you will need something like "canned responses"

Have tried this app Canned Responses Pro Templates for Jira?

Cheers,

Melo

That looks like it'll do it, thank you!

Like Melo likes this

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