Is there a way to see in JSM ticket history if a canned response was used and which one was used?

[Jackie Napalan]

Hi there - In JSM, we have the ability to see ticket history and changes to individual fields, which is great. However, we can't see if specific automated actions were associated with a particular canned response.

Zendesk, JSM's competitor, has this feature by default so we could easily optimize the workflow for a given task (see example below), but with JSM, it makes it difficult for managers to QA their agents' work. In JSM, I don't have any way to confirm they actually used the canned response, which will ensure consistency for communications. 

Is there a way to easily find this information besides a hacky workaround like adding a label? Canned responses is a major feature for effectively scaling support and ensuring consistency amongst agents, so I'm surprised that it's not already here by default. 

In JSM, in the ticket history, it looks as if the agent ran each individual action within the canned response, and it's unclear if a canned response was actually used. Zendesk also provided a link to the canned response for easy editing, along with the link to edit the email notification if applicable.

[Dan Breyen]

Hi @Jackie Napalan  welcome to the community.  That functionality doesn't sound familiar to me, so I took a quick look at Atlassian's Jira Site but couldn't find anything specific.  It sounds like a great idea if you're trying to see how often the Canned Responses are being used. 

I would suggest creating a new suggestion out there with some details about how it would work, and then we can vote on it.  If you post the Work Item number here, I'll come back and vote for it too.

Hope that helps.

[Jackie Napalan]

Hi Dan - Thanks for the advice. Which project within the Atlassian Jira site would be best to submit feedback for JSM? I see the area where we can see current bugs and suggestions, but how do I submit a new one? It looks like the tickets are associated with "JSDCLOUD" but it doesn't allow me to create a bug or suggestion using that project.