Service Desk pre-populated comments are missing

NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.

Hi all,

Due to popular demand for functionality to turn off the pre-populate commenting feature and the low usage we experience with this feature we have decided to remove this feature from JIRA Service Desk. We understand some of you who use this feature regularly will be upset but based on our usage analytics only 0.05% of our comments made have used this feature. Rather then continue to add complexity to JIRA Service Desk by adding more controls to toggle this feature, we believe it is better to remove this feature completely.

If you really do want a similar functionality back I will recommend voting on the ticket: JSD-631 Auto reply template feature, where we will be able to model similar behaviour and experience with canned responses.

– JIRA Service Desk team