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Suggestion
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Resolution: Unresolved
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None
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336
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7
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Problem Definition
When creating canned responses, there are times when information in a custom field should be provided to a customer. The current list of variables available to use in the canned responses functionality is limited to a small number of available fields (7).
Suggested Solution
Allow Agents to add custom field values by variable in the canned responses functionality.
- relates to
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- Gathering Interest
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- Under Consideration
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- Under Consideration
- links to
[JSDSERVER-5812] Add custom fields to variables list in Canned Responses
Would be usefull to add any field present in a ticket, for example firmware version, product, serial number, etc.
Knock this one out surely, being able to use any of the existing fields in a canned response would be super handy
I don't know why this suggestion was created from May 2018 until now 2024 and didn't have any updates on it from Jira. 6 years to waiting and can be more for everyone who using this feature to make response quickly with the customers by using custom variable list.
How many more votes does it take to get this suggestion to your queue to add this feature?
Only having 7 variables available for inclusion in canned responses is very limiting. A more comprehensive list of variables would be awesome!!!
Yes please, that would be very helpful to tackle more complex automated responses.
At the moment canned responses require manual input from basic fields like: date, priority, etc. Custom fields would also dramatically increase feature's applicability.
I work at a small university and our team is also interested in having the ability to create custom variables in canned responses!
You can add Smart Values with automation comments, but not canned comments. That's just silly. This needs to be a consistent function across the platform.
This would be a great feature, not sure as to why its not currently available, or so limited.
We would like to be able to use all the fields in Canned responses. Most of all the First name and Cursor position. It would be awesome to have "more..." menu button that gives an advanced way of handling this. We really need this. Thank you!
I would like the ability to add any field, especially clients "First Name" as I have to delete the surname each time.
It would be great to address a customer by their firstname only. Using the built in variables only returns first and last names which seems extremely formal and robotty when repsonding to people. Please add the variable for firstname only
Please add this feature. We are also interested in being able to add any field.
We are very interested in being able to add any field available on the issue.
We for example would really like to implement something like ${currentuser} or ${issue.assignee}
We used placeholders with Zendesk. They have a vast range of placeholders really useful and handy.
If Jira also can make such variables, it will be really useful.
Not only in the canned responses. But in internal note and customer reply too.
I feel like the value of Atlassian products is steadily diminishing, with more and more business-critical features delegated to the 3rd party market, making long-time availability and compatibility of said features less and less reliable, and more and ,more expensive.
I really hope this development will revert at some point, it is an embarassing running gag to have to respond to every question of a (potential) client "Well, no, but there is a plugin for that, if you are willing to pay 5k for it"
+1 for this highly requested feature.
I second this... if that's a thing?
We too would like to be able to create canned responses that include custom variables from the ticket.
So far I'm loving the feature. Long overdue IMHO.
Would be great, if some basic Fields like the ${assignee.displayName} is possible. For instance - as Supporter you want to respond with your Name. Please add minimum and basic System Fiels in. Thx.
It blows my mind that there are multiple fields already added and part of the system but you cant use them in the built in canned responses. Please add this functionality.
+1
Would love to also see "approver" as a variable, along with count of days since last response
Ie "its been X business days since we've attempted to reach out to you"
+10000
Another one related 👉 https://jira.atlassian.com/browse/JSDSERVER-8395
If I get this right, it would also be a killer feature to display important additional information from custom fields to the customer in a structured way that is only added during the process by agents. So, I definitely want this 
This would also be handy for our usage, there's always variables to consider when sending a response, be it a serial number or other changeable data.