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Suggestion
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Resolution: Answered
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
- is cloned from
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- Closed
- relates to
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- Closed
| Form Name | |||||||||||
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[JSDSERVER-3138] Allow admins to manage pre-populated texts on JSD.
Hi ahamilton1
There is an option for agents to turn the default text off in their profile. For more information, please refer to this release note https://confluence.atlassian.com/display/Cloud/2015/10/16/Upcoming+Atlassian+Cloud+Upgrade+for+week+starting+18+October+2015
In regards to other features regarding customisable text, or a global configuration for JIRA administrators to manage, could it be raised as a separate suggestion?
Regards
Matt
JIRA Service Desk developer
Andrew Hamilton
added a comment - Hi, I have copied this from JSD 2257. We would like to remove the auto text on the comments section. As detailed above please disable for us as we are running cloud
Thanks in advance
Andrew Hamilton
added a comment - Hi, I have copied this from JSD 2257. We would like to remove the auto text on the comments section. As detailed above please disable for us as we are running cloud
Thanks in advance 
Great thanks very much for the information Matt. At this point we just needed to disable