Templates for the typical Service Requests questions

[Luigi_Ferri]

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!

Luigi

[Nigel Rochford]

Canned responses were released in JSD Server in late 2017 - can you use these?
https://www.atlassian.com/blog/jira-service-desk/get-time-back-canned-responses-sla-copy-configurations-jira-service-desk-server

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

[Luigi_Ferri]

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

[Jacek Wizmur-Szymczak]

Thanks for mentioning Spartez, @Nigel! :)

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

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.

[Luigi_Ferri]

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

[Ana Viseu]

I'd like to share our public Suggestion ticket asking for this feature to be added to Jira Service Management:
https://jira.atlassian.com/browse/JSDCLOUD-10353

It's important that you vote so that we can properly gauge customer interest and view our requests understanding their impact to our users.