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Hi , we are wanting to use automation to respond with a template for 3 different requests via the service desk portal, basically as a first generic response to a client that we have received their ticket and will respond in due time, and wondered if it is a feature within service desk we can use without it having to be an app? thanks sorry new to atlassian

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Jack Brickey Community Leader Jun 15, 2021

Yes this is built into JSM. First off there is a customer notification for issue created events. For CMP projects this can be configured to send the response that you desire under project settings/customer notifications. Finally there is automation that can be set up to send additional unique notifications when an issue is created. Basically the rule would look something like this: trigger equals issue created, conditions are what you would want in order to execute the action, action would be to send the email to the reporter.

Thanks Jack appreciate the answer

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