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  1. Jira Service Management Data Center
  2. JSDSERVER-3138

Allow admins to manage pre-populated texts on JSD.

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      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
      Service Desk Update - 12 October 2015

      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

      Service Desk Update - 4 September 2015

      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

              dpham Duy Pham (Inactive)
              ca3347da939c Andrew Hamilton
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