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Suggestion
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Resolution: Unresolved
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2,517
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Problem Description :
There is no way to add Canned Responses in workflow transition screen's comments.
Suggested Solution :
Provide an option to add Canned Responses in transition screens like we have in Jira server.
Why This Is Important :
It will be helpful for agents to choose from automated canned responses based on requirements and can efficiently respond to customers and autofill Jira Service Desk ticket data fields.
Workaround :
There is no workaround available as of now. We will mention it here when it will available.
- is resolved by
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- Closed
[JSDCLOUD-12765] Canned Responses - Resolution/Transition Screen
We want to retire using canned responses from our old request management system and move them into Jira - particularly when moving a service request to "Done" (but also any other transition screen). Currently, it is limited availability only which doesn't serve our needs adequately enough.
Hello, a solution for this missing feauture would safe us lots of time and would optimize or Workflows as well. Please start working on it, thank you!
500 Votes, done. Please fix this Arbaaz! And fix everything that you broke in the cloud concerning your new screen concepts asap!
Please implement this option!
We require to add a comment when resolving issues. It would save us a lot of time if we could use the Canned responses as we often uses the same texts to resolve an issue.
Since this was standard in the server version of Jira Service Management, I believe it is essential that the function is implemented again. We have worked very intensively with this feature in the transitions, which is why doing without it would be a major step backwards.
We have just migrated from server to cloud and previously used this function extensively.
Now we have just created the canned responses and wondered why we can no longer select them in the transition dialog.
From our point of view, it is a step backwards to no longer be able to use them, especially in service management.
Without this feature the canned responses are practically useless - please add it soon.
It is a common practice that closing a ticket requires a comment.
So in Jira we have a screen on the transition to the "Done" status that requires a comment.
Not being able to use Canned Responses here robs it of its most obvious use case.
Hello,
When will this ticket be taken in consideration and not just let in gathering interested, please ?
thanks
This function is critical! Without it, canned responses are not useful to us at all.
@arbaaz gowher - as the assignee of this call, we would value some feedback from you and understand from you at what point does this request where everyone is voting for, becomes a reality. what are the timelines, how many votes does it need before Atlassian actually looks at this request and so forth. The fact that there is no update concerns us.
@Arbaaz Gowher do you have an update for this request ? It's very useful and needed. Thanks!
Definitely something that would improve the flow of work!
Go for it Atlassian!
We use canned responses frequently for many of our operations - we need this one working!
So there's no workaround but instead we are copying and pasting text?! It seems like a no-brainer that we should have this feature. How many votes are required before this is considered? Does anyone know?
Another Atlassian customer here needing canned responses in transition comments screens now we have just migrated to Cloud.
From a workflow perspective, if I want to use a Canned Response on a Transition/Resolution Screen, I have to go into my ticket, pretend I'm going to 'Reply To Customer' find and insert my canned response. Then copy it to the clipboard, close out of my 'Reply To Customer', begin my transition and then paste it in the transition.
It's a real shame that in the year of AIs (2023) you still need a text file/onenote to copy prepared answers as resolution texts into tickets.
Please listen to your users and their feature requests and votes!
This is indeed a feature our agents are actively asking for - it is the most wanted improvement.
Just moved from server to cloud and this is a big issue for our service desk. Often times they want to close out a ticket with a canned response all from the resolve screen. Now they need to click "reply to customer" copy the canned response, resolve issue and paste the comment in the screen.
It is really sad that in the year 2023 that I need to keep a text file with all my different canned response open so that I can cut and paste from it when resolving an issue.
Do better
We need this functionality. Found in migration UAT. Customer is unhappy
Please add this functionality, it was in server but has not been re-added into Cloud.
Agreed! Extra steps not welcome and having one location solution is missed since moving to Cloud.
Hi. Need canned response in the transition screen comments. Also, provide the Share option for the users. Need these 2 features soon please.
This is really important so we don't spam our customers with double-emails because the required canned response cannot be added while transitioning the issue. This is so basic, it's another head scratcher why it takes the Jira team at times years to roll out essential functionality.
This is a basic feature that should have been included when canned responses functionality was added
Please add this feature as soon as possible, our customers are demanding for it
Thank you in advance
Please add the canned responses in the transition screen. It's very useful.
Really need this for my team, please consider this in the roadmap.
thanks !
We need this feature as well. Please add "canned response" feature to the transistion screens as well.
This function is critical for canned responses to be useful to us.
The app can do this, so why the native feature cannot is a mystery to me.
Potential suggested workaround:
Create the desired response in the "Activity" section of the ticket view.
Include any verbiage and Canned Response information as desired.
Copy the information out of that field.
Paste into the text area of the desired Transition/Resolution screen and work through transition/closure as normal.
Adding my voice to the many who have already pointed out the critical nature of this issue. It is vital to acknowledge that this is not just a 'suggestion', but rather, a bug report - we are dealing with a half-implemented feature here. The lack of ability to add Canned Responses on the transition screen's comments section indicates that the function isn't fully integrated within the cloud system.
What we're seeing is not a fully functional feature, as it should, especially when considering its availability and utility on Jira Server. A feature that's crucial for efficient customer communication, quick responses, and autofilling Jira Service Desk ticket data fields should not be partially available. The inability to prevent the comment field from showing up on the transition screen further cements the fact that this is an error that needs immediate attention and resolution.
Looking forward to seeing this rectified soon. It's not a 'nice-to-have', it's a necessity for seamless workflows and customer interactions.
This is a big problem for us, this is a standard part of the way of work. This was available in the server.
This is a MUST-needed function in Jira Cloud. This is available in Server
This was available in Server. We are currently migrating to cloud and we need this feature as well.
Please add this canned response in the transition screen. We need it to close out or complete a ticket.
Yes please, we need this!
We almost always want to transition and comment at the same time.
for us it is a must because we use transition screen to change status and notify customers at the same time
if canned responses are not available there, we are not going to use them
Please add this feature, we have comment templates from a legacy system that will be going away, and we'd like to move them over into Jira, particularly for 'Done' responses