How to set up templates to answer support tickets

Hi everyone,

We use JSD to handle all types of requests by our customers: bugs, technical support and feature requests. We often receive questions that we always answer in the same way. It would be a great timesaver to configure some templates that we can populate in the email and lightly tweak when needed before sending. We don't want to use those as automatic answers but rather be able to choose which template to use from a pre-configured list. Is this possible? I have done some digging in the community pages and documentation without success.

Thank you

Margaux

Manager Customer Experience

55 degrees

2 answers

2 accepted

4 votes

Answer accepted

Hi @Margaux ,

The canned responses or templates feature is not available for Cloud at the moment.

The good news is that it appears to be in development and going to be shipped June 2023 with early access by the end of next month.

See: https://jira.atlassian.com/browse/JSDCLOUD-631

If you haven't done so already I would recommend configuring your knowledge base to recommend articles for common issues that might reduce the amount of incoming tickets and encourage self-service.

https://www.atlassian.com/software/confluence/guides/expand-confluence/confluence-and-jira-service-management#recommendations

Update:

There is a 3rd party solution to this on the marketplace that you might be interesting in exploring: https://marketplace.atlassian.com/apps/1211016/canned-responses-pro-templates-for-jira?tab=overview&hosting=cloud

Hope this helps.

Kind Regards,

Ash