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Editing and managing canned responses

Are there any plans to make it possible to create and edit canned responses from a central place rather than have to do it within a ticket?

Also, it would be really helpful to be able to include images within canned responses.

4 answers

2 accepted

2 votes
Answer accepted
Steve Long -Evelon-
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May 18, 2023

Hi @Ashley Tallyn

Short answer - no. You certainly can't do either of things at the moment and I'm not aware of any upcoming changes.

A feature request will hopefully be raised soon.

Hope that helps - Steve.

1 vote
Answer accepted
Brant Schroeder
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May 18, 2023

@Ashley Tallyn None of those features are available in the delivered product.  There are some apps that I believe have what you need.   Check them out and see if they meet your need.

Thanks Brant, I will take a look at those.

Also, why are they only available in an Internal or Reply to Customer comment?  To me these are more valuable in our Resolutions.  Many resolutions need to include instructions, i.e., steps to create your account, et al.  They were available in Server for this reason, why not Cloud?

Travis Porter
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May 31, 2023

Agreed, happy they are finally rolling out Canned Responses; but i think they need to be within resolutions as well. 

Agree with @Cathy Soller - these should be available in resolutions also.

Jira canned responses seemed very limited atm as far as I can tell:

  • No management option in settings
  • No global option - have to add to each project
  • No signature feature

I raised an EAP support ticket but that's disappeared with zero response. Guess we will have to wait 20 years for a decent roll out.

Its all very well to point people to add-ons but that just costs money for something that should be already available.

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