JIRA Service Desk: Can our agents use canned responses?

[Susi Moser]

Hello! :-)

We are evaluating JIRA Service Desk and plan to use it as Self-Hosting (Server). We are going through the documentation and have some questions.

Is it possible to add / manage / translate canned responses that our agents can use to reply to our customers?

Any help would be really appreciated. Thank you. :-)

[Christoph Schötz · Accepted solution]

Hey Susi - did you mean https://marketplace.atlassian.com/plugins/com.spartez.jira.plugins.commenttemplates/server/overview? This is quite a cool add-on for JIRA/JIRA Service Desk which might be helpful for you.

Cheers

Christoph

[Susi Moser]

Thank you very much for the information. :-)

[Etienne Janse van Rensburg]

hi Christoph, will this add-on work for auto responses to a customer to include the issue key?

[Piotr Stefaniak]

Hello Etienne,

Disclaimer: I'm developer behind the mentioned add-on.

I think our plugin should work for you, but could you elaborate a bit what are you trying to achieve? How are you going to setup the auto-responses? Our add-on does allow to hook into Service Desk Automation feature, or as a Post Workflow Function in plain Jira. I imagine in both places we could reference issue key via a macro from this list: https://confluence.spartez.com/display/CT/Supported+macros

Though, your particular use-case may (or may not) impose limits on our tool to retrieve the issue key from the context.

Please tell me if that was helpful to you.

Cheers,
Piotr

[Etienne Janse van Rensburg]

Good day @Piotr Stefaniak ,

Please follow the link to find more info on the achievement i'd like to reach.
I hope you'll find the information to what you inquire.

https://community.atlassian.com/t5/Jira-questions/Automation-Rule-in-Service-Desk-Quote-Issue-Key/qaq-p/1095986#M349663

Kind regards,

Etienne

[Piotr Stefaniak]

Hello Etienne,

I think our add-on could handle your case. Let me show you screenshots from my dev instance:

While I didn't have SLA properly set up on my Jira instance, I've used another trigger ("on resolution change") to simulate what would happen:

So yes, I think this covers the use-case you have described. You can give a try to our add-on (after all, evalution is for free), and should you have any problems with setting it up, please ping me or support@spartez.com - we will help you.

Cheers,
Piotr

[Etienne Janse van Rensburg]

thank you @Piotr Stefaniak

ill give it a shot and get into comms with you.

kind regards.

Etienne

[Felipe]

Jira Service Desk Server 3.8 has introduced native canned responses:

https://www.atlassian.com/blog/jira-service-desk/get-time-back-canned-responses-sla-copy-configurations-jira-service-desk-server

[Thomas]

Hi Felipe,

is this feature also available in JIRA (without SD)?

If not, is this planned/possible?

Thanks,

Thomas

[Felipe]

Hey, Thomas! The feature is only available on Service Desk, it is tied to the "agent" role which is exclusive to SD ;-)

[Thomas]

Thanks Felipe, not quite the answer I was hoping for ;)

Any plans to add this to normal JIRA? We have 10.000 users and cannot simply add SD ;)

[Damian Skrodzki]

Hi @Thomas, Canned Responses addon (by Spartez) developer here. Sorry for late answer.

Built-in Jira Service Desk canned responses are part of Service Desk application and I haven't heard of anything that would indicate that Atlassian would add them to non-Service Desk projects.

Our add-on works without any issues without a need of having Service Desk so you might give it a try. 

https://marketplace.atlassian.com/plugins/com.spartez.jira.plugins.commenttemplates/server/overview

Cheers,
Damian

[Thomas]

Thanks, I will have a look!

[Damian Skrodzki]

You're welcome :)

[Emily Jarvis]

I know this is an old post, but I'm wondering why in your blog posts you don't include the "how to" links? 

@Felipe you pointed to https://www.atlassian.com/blog/jira-service-desk/get-time-back-canned-responses-sla-copy-configurations-jira-service-desk-server but it doesn't show how to set this up or where to go to learn how. The update notes just say what was fixed/added. This is the second blog that just announces a feature without directing where to go from there. Can you point me in the correct direction for the how-to?

[Jürgen Scholtes]

We just bought the Plugin mentioned by Christoph.

Are there any Information about the difference between the plugin and the "builtin" canned responses in 3.8 ?

[Damian Skrodzki]

Hi @Jürgen Scholtes, thanks for asking. I've just prepared a page containing a short comparison of the two.

https://confluence.spartez.com/x/yQVRAg

Just ping me at damian.skrodzki at spartez.com if you have any questions.

P.S. I'm the developer behind Canned Responses at Spartez.

Cheers,
Damian