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Suggestion
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Resolution: Fixed
NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
As a project admin, I'd like to be able to manage the "smarts" pre-populated texts on the comment section of an issue when an agent responds to a customer.
When talking about manage, I mean:
- Set myself a default message.
- Set specific messages for each project.
- Enable/disable this feature as I like.
Workaround to disable
Enable the following dark feature from https://<instance-url>/SiteDarkFeatures!default.jspa: (in Cloud Atlassian Support will need to do this)
sd.email.conversational.notification.disabled
Hi all,
We have added an option for agents to turn this functionality off as they wish in the 3.0.1, 3.1.0-OD-01 release. If you want to customise further, it's being tracked at https://jira.atlassian.com/browse/JSD-631.
Bests,
The JIRA Service Desk team
Hi all,
Thank you for all your feedback. Before launching this new feature, our goal was to make service desk notification more conversational. We’ve made a decision to move forward with helping agents save time with a friendly greeting and sign off with the agent name to make it more personal. We acknowledge that this functionality isn't for every agent and your desire to customize these responses.
So far we've added additional translation strings for German, French and Japanese.
You can also help us in translating for your language here if it is missing https://translations.atlassian.com/.
The string are:
sd.comment.prepopulated.default.greeting=Hi {0},
sd.comment.prepopulated.default.anonymous.greeting=Hi,
The ability to edit these responses will require a bit more thought, the immediate action for us is to provide an option for agents to turn this functionality off as they wish in the upcoming release. If you want to customise further, it's being tracked at https://jira.atlassian.com/browse/JSD-631.
Thanks for your patience and we hope you appreciate our open approach to feature requests.If you have further questions or comments, please feel free to contact me directly as well at jhuynh at atlassian dot com.
Bests,
The JIRA Service Desk team
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JSDCLOUD-5112 The comment template to respond to customer cannot be changed or disabled
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QUALITY-504 Loading...
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[JSDSERVER-2257] Allow admins to manage pre-populated texts on JSD.
Be aware that if you use the suggested workaround to disable the pre-populated comments feature, the customer feedback (star rating) feature will also get disabled.
In
sd.comment.prepopulated.default.greeting=Hi {0},
the {0} seems to pulll in the full name of the user. This is wrong - it should just be the first name, as "Hi" is a very informal greeting (in British English, at least).
David Maloney
added a comment - @Cian Leahy
Thanks! 
Cian Leahy
added a comment - @David Maloney:
It's in your individual user profile (click on your avatar, click profile and there's a setting in Service Desk Preferences)
Cian Leahy
added a comment - @David Maloney:
It's in your individual user profile (click on your avatar, click profile and there's a setting in Service Desk Preferences) David Maloney
added a comment - Hi All,
I've upgraded to JSD 3.0.2, where is the option to configure these (disable these) pre populated comments located?
I've looked under the Project Settings but didn't see anything that stood out.
Can someone who has found this option please let me know where it is?
Thanks!
David Maloney
added a comment - Hi All,
I've upgraded to JSD 3.0.2, where is the option to configure these (disable these) pre populated comments located?
I've looked under the Project Settings but didn't see anything that stood out.
Can someone who has found this option please let me know where it is?
Thanks! Cian Leahy
added a comment - The individual user setting option is insufficient.
As an organisation, we do not have external customer access and use the Jira suite primarily as a software development tool. Service Desk is used basically as a portal to ensure that users are cleanly opening the right types of issues and filling in minimal fields to keep it as a clean as possible.
Having pre-populated templates for every single comment in Jira wastes time for every user who comments on a bug, feature or task. It also doesn't make sense - people expect to comment for the group working or watching the tickets. It isn't a 1-1 conversation.
Worse again, it pollutes the individual tickets making them unreadable with all this unnecessary space and fluff.
This "feature" in Service Desk completely degrades the Jira Software experience. I can't understand how this filtered through the requirements process for Jira Software when splitting off the two products
Yes, users can now individually disable this, but this absolutely should be an administrator function. The reality is that everyone will not disable out of inertia and administrators will have to waste hours/days/weeks tracking down users to get them to implement the change.
Cian Leahy
added a comment - The individual user setting option is insufficient.
As an organisation, we do not have external customer access and use the Jira suite primarily as a software development tool. Service Desk is used basically as a portal to ensure that users are cleanly opening the right types of issues and filling in minimal fields to keep it as a clean as possible.
Having pre-populated templates for every single comment in Jira wastes time for every user who comments on a bug, feature or task. It also doesn't make sense - people expect to comment for the group working or watching the tickets. It isn't a 1-1 conversation.
Worse again, it pollutes the individual tickets making them unreadable with all this unnecessary space and fluff.
This "feature" in Service Desk completely degrades the Jira Software experience. I can't understand how this filtered through the requirements process for Jira Software when splitting off the two products
Yes, users can now individually disable this, but this absolutely should be an administrator function . The reality is that everyone will not disable out of inertia and administrators will have to waste hours/days/weeks tracking down users to get them to implement the change. @Nathan Smith it's bugging us too, and there is absolutely no explanation why they removed the superior
notification messages from JSD 2.x, Atlassian is sometimes one dumb company.
Is this the ultimate fix for this? It's a really crappy solution if so. How can I disable this feature for the entire Service Desk (rather than rely on each agent to do so)? Also, how can I turn off the default Notification for the entire service desk which says:
Hi <Customer>,
We have received your request and will get back to you soon.
– <Service Desk>
The old notifications were far more useful to our agents, and our customers, showing a summary of the recent history of the issue. Why has this been removed?
where can I find the option to turn off the feature? Is it the dark feature string that I need to use? Because above it is mentioned that the dark feature string will also disable user satisfaction collection.
EDIT: found it: click on your avatar image in the top right corner, then on "Profile". There you find the option to turn off prepopulated comments if you're a Service Desk agent.