Well, I use Jira Service Desk on cloud and when my customer open a request JSD send a message automatically. But I wanna change this. I wanna write my automatic message.
Hi Sarah Chong,
For now it's not possible to change the canned response whenever a customer raise a new customer request. https://jira.atlassian.com/browse/JSD-218.
As you can see it's a yet to be developed feature by Atlassian. You should vote it.
Regards,
Lameck.
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