How do I set up a simple auto acknowledge reply on a new ticket from portal

[Claus Helmer Hansen]

I have the same question as in this comment, and he is not being answered

https://community.atlassian.com/t5/Jira-questions/How-can-I-create-an-auto-reply-when-a-ticket-is-created-in-Jira/qaq-p/1748108

BR

[Lisa Forstberg · Accepted solution]

Hi @Claus Helmer Hansen ,

For JSM projects there is a number of Customer notifications already preconfigured. The one called "request created" is being sent as a acknowledgement notification. 

Check to see if this is enabled in your project. 

You can alter the content of the notification under the Edit link on each notification.

Do you also want to add a public comment for each newly created portal ticket? Then you need to add an automation. Make sure the comment added is "Share with customer."

But combining the two might be a bit overkill? Emails tend to overwhelm users so be sure to make each bring value to your customer.

br

/Lisa

[Claus Helmer Hansen]

Hi Lisa

Thank you for replying

Yes, but if I would like it to trigger a "Reply to customer" automated answer, would that be possible? 

[Lisa Forstberg]

Not sure I get what you are after.

1. For each created ticket the customer will get an email notification confirming the ticket creation (triggered by the customer notifications)

2. For each comment that your agent is adding to the ticket, ie a "response to your customer",  the customer will get an email notification (this is triggered by the one of the standard customer notifications "Public comment added")

3. If you want to send additional emails upon ticket creation you can set that up with an automation that runs automatically for each created ticket. You can choose to either configure the automation to send an email to the ticket initiator (ie the one creating the ticket)  or add a public comment to the ticket (which in turn will trigger an email notification to the customer per bullet no 2 above)

Not sure you're asking about it but there is also something called "canned responses" available in the public comment  area. Here you can store different common responses to customers that you can reuse to save time typing.

all the best

/Lisa

[Claus Helmer Hansen]

Ended up doing the public Note one