Auto respond to common questions

Andrew Wright
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March 1, 2021

Hi Community

We use Jira as a helpdesk and we get a lot of common questions which I would like to auto respond to with a set of 'Have you checked....' responses when certain text is in the subject or body of the ticket.

Is this possible natively or by a plugin?

Thanks in advance.

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March 1, 2021

Yes you could set up some automation to do this.


So setup you automation to trigger every time a comment is posted on an issue by the customer.


Then setup If/Then statements.


You can setup JQL to find the keywords you are looking for:


comment ~ xxxxxxx


If this is met, you could automate to put an autocomment back to the customer or provide the link to url etc.


So in the JQL if you put:


comment ~ account


It would respond to every comment that contained the word "Account"





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