Auto Reply templates for JIRA Service management

[Nick Turner]

Hi all

Is it possible in JIRA Service Management to have pre-canned reply to customer templates for agents to respond to service requests where there are repetitive tasks that require the same generic answer in the reply to customer field? exceptionally useful for high volume requests that require consistent responses to customers?

for example

• Your password has been reset.
• Please log off and back on again
• Please restart your computer

Is this possible natively or only with an add on

Many Thanks

[Kristin Lyons]

This is possible using Automation (either Legacy or new), but you could also easily utilize Confluence's Knowledge Base for this.  Here is some documentation: https://confluence.atlassian.com/doc/use-confluence-as-a-knowledge-base-218275154.html

The benefit of using the Knowledge Base is that when the customer starts to type in fields, the knowledge base articles will start to appear if they're related.

[Nick Turner]

Thanks Kristin, we are using the knowledge base but there is a need for the agent to have a number of responses to certain types of requests ready as a template for them to select rather than typing each time in the reply to customer field

[Kristin Lyons]

It might be a bit tough, you could certainly use Automation but when would you want the comments sent to the customer? 

If you use Automation, go to your project settings and click on Automation on the lefthand side.  Make sure you are on Automation and not Legacy Automation.  You could set up some Manual triggers that are canned responses such as "Can you confirm that you've restarted your computer and are still having problems?"

This is what the automation would look like:

And then in your issue view you would see the link to Automation: Rule executions and then it would look like this:

[Nick Turner]

Thanks very much for the ideas Kristin

I have looked at the autmation but its not exactly what im looking for. The agent would need to make a call on the type of response that is needed in the customer reply and choose the appropriate response without having to type the message each time. Almost a pick list of test that is appropriate for their action, this would automatically fill the text in the customer reply and the agent could if needed amend it and send it.

Any other ideas?

Thank you 

[Kristin Lyons]

What is the process currently for the agents?  Are they sending a canned response that they type in each time based on the request type and where it is in the workflow?

[Kel Hill]

I am also interested in learning if such a feature is possible without resorting to a marketplace add-on app.  Agents currently keep their canned responses in a text file and copy and paste the responses from there.