I'm evaluating Service Desk and have a couple of questions:
1. I would like the Service Desk widget to automatically evaluate the question being asked and offer some responses. This would provide some customers with immediate resolution and reduce loading on support personnel. Note that I do not want users to have to carry out a search in the Help Center.
2. When support personnel respond to a question I would like to give them a set of pre-written responses for frequently asked questions. This would provide consistent high-quality responses and reduce loading on support personnel. Ideally the pre-written responses will automatically be suggested to the support personnel based on the question. I have found 'Canned responses for comments' in the help doco but cannot find the feature that it refers to: (https://confluence.atlassian.com/servicedeskserver/editing-and-collaborating-on-issues-939937207.html).
Are these requirements addressed in Jira Service Desk? Ideally without having to get extra Confluence licences.