Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Templates for the typical Service Requests questions

Hello Guys.


Environment: JIRA Software, JIRA Service Desk, Insight.

Requirement: to provide templates for standard answers to the Service Desk Agents, in order to cut the time for answering to queries.

Scenario: I have 5 service desks, and I would like to reduce the time to answer to customers, using standard answers.

Example: a customer is dropping an e-mail/SMS, asking details about how to change the payment method.

The Agent is checking which modality is using the customer to pay, where is based, and after that he/she can answer selecting a template:

- Template 1 - EU Customer - To change from Cash to Bank Transfer procedure.

- Template 2 - US Customer - To change from Cash to Bank Transfer procedure.

- Template 3 - Middle East - To change from Cash to Bank Transfer procedure.

The agent wants also to add few words in order to provide a good answer to the customer.

Please, what is your suggestion, which plug-in I could evaluate for that?

Thank you very much!


1 comment

Nigel Rochford Marketplace Partner Feb 07, 2018

Canned responses were released in JSD Server in late 2017 - can you use these?

If you're on Cloud, there are various add-ons available by verified vendors - e.g. Canned Responses Pro for Jira, by Spartez.

I started to use Canned Response, and it is perfect for my needs. 

Thanks for mentioning Spartez, @Nigel! :)

@Luigi_Ferri, if you'd like to see a demo of Canned Responses Pro - just let me know on . 

In terms of advantages over built-in Canned Responses, it has contextual templates availability, favourite templates, much more dynamic macros and custom fields.
It's also available on Jira Software and Jira Core.

Thank you Jacek, but I'm using an on-premise installation.


Log in or Sign up to comment
Community showcase
Published in Jira Service Management

Coming Soon: Insight Changing to Assets

The 2020 acquisition of Mindville added powerful asset and configuration management capabilities to Jira Service Management in the form of Insight. Following the completion of that integration, custo...

370 views 3 12
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you