Is there an option to use Canned Reponses in Jira SD Cloud? Rather than with a costly app?

[Allison Stewart]

Hi,

My agents have a request to be able to manually or automatically send a canned response to the customer based on the context of the issue.  I see that I can get an app for this, but is there native functionality in Cloud already?

Thanks,

[Jack Brickey · Accepted solution]

Hi @Allison Stewart ,

Wouldn't this be nice! Actually in JSM server this feature exists. However it is not as yet been added to JSM cloud. Please reference the following suggestions:

https://jira.atlassian.com/browse/JSDCLOUD-10353 

https://jira.atlassian.com/browse/JSDCLOUD-9221 

With that out-of-the-way there are options. You could consider a marketplace ad on application or you could do what I do which is to leverage hey third party auto text Application. Personally I use two different ones a-text for Macs and PhraseExpress. The advantage of such an application is that I can work well beyond simple canned responses in JSM. You can use it in emails, text editors, confluence, pretty much any text input app. There are others out there as well, not trying to sell you on any particular solution here. However, while a-text is really intended for single user creating their own repository of canned responses, PhraseExpress supports multiuser access to a library of canned responses.

Hope this information was helpful.

[Allison Stewart]

This is helpful, thank you.  I am looking for both canned responses to the customer AND responses in comments.  For instance, if the issue is of type "Password Failed", then I want the agents to be able to send a canned response that gives the customer instructions as to how to reset their password.

This would be in addition to a canned "Thank you for your question, we'll respond quickly."

[Joseph Chung Yin · Accepted solution]

@Allison Stewart -

Hi Allison:

For JSM project admins, there is already a set of canned responses out of the box provided.  You can access them via Project Settings >> Customer notifications section (see below)

Another option will be using Automation for Jira to create rule to be triggered based on events, and then for the rule to send out customized email messages to customer.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Jack Brickey]

I was assuming she was looking for Comment canned responses. But that is certainly unclear to me now. 🙂