Ahh thanks for lettign me know, we were using server version and in the past and I just didnt expect that such a core functionality would not be out of the box in cloud.

One good think team working on it.

Cheers!

Hey Marcin... This never existed in Cloud. You can find the relevant ticket here: JSDCLOUD-631

So.. was this feature removed from JSM ? 

Im trying to find this on cloud version but no luck

Hi @Hartmut.ludwig - 

We rely on this plugin... I'm sure other people would find it useful too, however awareness of it is very poor. If you said what you said above on a review we would appreciate it!

jamie

Hi Vincent,

we are currently using Template Comments for JIRA Service Desk as suggested by jechlin1073714133. It prooved to be a very good workaround for us and might also be a blueprint of how to implement this feature request into JSD itself.

It is not only solving the greeting-issue but also provides an easy way to prepopulate the comment field with commonly used answers if needed. A very flexible aproach.

Best Regards
Hartmut

Hi Vincent,

I can't seem to access the survey. Is it still available?

hi Vicent... Is there any news on this request? I see it's still in the "open" status...

Hi all,

Thank you so much for your votes and comments on this suggestion. We have a few open questions around the design of this feature and would love to hear your feedback on it. We have created a quick survey to capture the feedback: https://jiraservicedesk.typeform.com/to/GSiRrM

Thank you again for all your continuous feedback!

• JIRA Service Desk team

Hi..

Another plugin offering. If you already have ScriptRunner for JIRA (4.3.7+) you can try the free Template Comments for JIRA Service Desk (for Server only).

This plugin provides configurable template comments for replying to customers.

The templates can use attributes of the current issue, linked issues, the reporter and current user, to create personalised comments.

Administrators can set up different available templates for different projects, or roles, screens or actions.

You can also specify a template to be used by default, and compose your reply from multiple comment snippets.

cheers, jamie

Hi all,

we have Canned Responses add-on that provides many features requested by people here including:

• availability on JIRA Server and Cloud
• reusable responses that work with Service Desk,
• sharing templates with team with project-specific templates,
• dynamic macros for standard and custom fields e.g. $reporterFirstName$, $issueDescription$,  
• $cursor$ macro (currently Server only)
• integration with any comment field (Server only)

I'm looking forward to hearing any questions or feature requests from you. Feel free to ping me directly at damian.skrodzki@spartez.com.

Cheers,
Damian Skrodzki from Spartez

Hi Madhava, as far as I know this has effect on all your servicedesk projects. Maybe there is a possibility to check the current project inside an if-statement (like they do to check if the current user is the reporter or anonymous), but I'm not an expert on writing soy templates, sorry.

Thanks Daniel, We use service desk in multiple projects and above code snippet changes this for all of them. Is there a way to change for individual project? If not I will go ahead and change it for everyone.

@Madhava If you are on server edition, you can do this via a little bit of modifying the service desk plugin as follows:

• Go to your <Jira_Home>/plugin Folder and copy the service desk plugin (it has to be the file with over 20 mbytes) with the ending ".jar"
• Extract the copied jar and navigate to /servicedesk/comment
• Open the file named "servicedesk-comment.soy" in a text editor
• Find the following code snippet:

{template .prepopulatedComment}
    {if $reporter}
        {getText('sd.comment.prepopulated.default.greeting', $reporter)}{\n}
    {else}
        {getText('sd.comment.prepopulated.default.anonymous.greeting')}{\n}
    {/if}
    {\n}
    {\n}
    {\n}
    {getText('sd.comment.prepopulated.default.regards')}{\n}
	{$agent}
{/template}

• Change the greeting to a property of your choice (e.g. sd.comment.myGreeting)
• Add this property in the following file: /i18n/sd-i18n.properties
• Open the plugin-file with a zip-tool (don't extract, just open) and drag & drop the changed 2 files into the right places. They will be overwritten in the plugin-file.
• Close the zip-tool and place the modified plugin-file into the plugin folder of step one
• Maybe you have to restart your Jira instance

This step has to be reproduced every time you update the service desk to a newer version.

Is there any update on change the default comment template greeting? Can we edit it in recent version of Jira Service Desk? We are using service desk plugin for call center and it looks way informal when we use Hi FirstName LastName instead of Hi FirstName. Can we customize this?

Using external text expansion programs and many extra keystrokes for every response to every ticket is a major hindrance. Please implement customizable agent signatures.

+1

Hi there,

We are really interested in this feature, especially that we rely to issues with different repetitive disclaimers and would sure want to be able to have this.

We vote for this.

I'm definitely interested in this feature. Especially for agents that need to reply in different languages.

All Service Desk applications I have worked with in the past 10 years have had a feature where you can use communication templates for responses to customers. This would include adding a signature automatically. This is really something that helps us in our daily work so much without having to go to external app and copy paste the information from there. We switched to Jira SD because it is in many ways better than previous one, but this is a big thing still missing. I would prefer an approach of pre configured reponses per request type for example. Also templates for resolutions per request type would be a logical addition. Goes without saying that you should be able to create/modify this per service desk project as we have two different languages /countries to support for example so will need to create the replies in their own language (not english )

JIRA Server Edition is also effected.

I agree with this request. For those of us running a small shop, having to set up everything manually is just another thing to do. I preferred the out-of-the-box email templates that were in place and was dissappointed when Atlassian decided to drop them without warning. I still haven't gotten a clear answer on how to replace them, aside from "voting" for this bug report.

@Daniel,

We are on a cloud hosted instance, so that might be why I am not seeing that option on my profile settings.

@Kregg Soltow: I have a toggle button for this in my profile settings (as an agent). I use JSD Server 3.1.4. Can you check your profile settings for this switch please?

We've used it a lot. Please, add this feature back. Thank you!

My organization used this feature as well, it would have made more sense to allow a toggle for turning it on and off instead of just completely removing the option.

We used this, and are disappointed that it is not available right now.

We surely **require** this functionality. It is a huge drawback holding us to switch.

This feature is just required for a service desk.... How did you imagine it could be "optional" and "left for later" when thinking about a "service desk"?!

Do anyone uses this in atlassian or you just spend your days re-writing the same text all over again?

This needs to allow admins to both customize the responses and turn it off if they don't want to use it. The lack of ability to either of these in the Cloud version is very frustrating.

Why turn something off when some people use it. We used it all the time so I want this back in as soon as possible

+1 for Ondrej

Any ETA on when this is going to be impleneted? Cant be so hard, can it?

This would really help!

There is an addon that provide this template comments
https://marketplace.atlassian.com/plugins/com.spartez.jira.plugins.commenttemplates/server/overview

But would be wonderfull have this feature incorporated in JSD!

I would help if i could search Confluence from the ticket view and insert the link to a page that way.

I'm very confused. It has to be normal to use own text templates for customer information.
We have german customer and this default templates are definetely not useful for us. It can't be the solution to change the text every time in the form before sending the customer information.

Hi there. I need this feture very much in order to move from Kayako to Jira.

I am very shocked that this feature is not setup as of yet. This is probably one of the most KEY features to a help desk system and its currently a major hindrance for us in implementing Help Desk. Whomever the product owner is for Service Desk you need to implement this ASAP, ZenDesk has this capability and I think they have had it for awhile.

I agree - I do like the idea of the templates but we used LDAP so it is a little too formal currently.

I have switched it off until Atlassian allow us to customise and use forename only.

I was really surprised this feature is hard-coded, its obvious that this will not suit every costumer needs and not to enable to modify from the UI is just ridiculous...

If you're connected to a user repo such as LDAP, the default text is even worse, as the first line is always: "Hi John Phillip Doe", or whatever the user's full name happens to be. Nobody talks like that, so the claim that this was done to make JSD more conversational falls flat on its face.

("Hi" is one of the most informal greetings in the English language; therefore, should be followed by first name only).

This is a nice feature but only if the message can be customized.

Please also note that when adding third party as participant to issue there should be their user name at the top row of the message, not customers. This would propably also need a new "comment to third party" button...

I appreciate how conversational that JIRA Service Desk has been made, but there should be a way to change this pre-populated comment template per agent so that my agents are encouraged to sound less like robots.

Hi All, I still cannot change it neither turn off, my Jira Service Desk Version is above the one its already fixed. How can I do to change this? Thanks, Thiago.

I disabled it, now that Atlassian updated JSD Cloud. I'm suffocated by the limitations of Cloud hosted JIRA because Atlassian has ridiculous restrictions on which plugins can be installed on Cloud vs Server.

I'm now using a Keyboard Maestro rule I created on my Mac to insert customer facing comments in a format I like. I've attached a screenshot of the rule in the hope that it might benefit another user frustrated with JSD's lack of customisation. If anyone has questions about it, let me know.

Leo - Also found some documentation which allowed me to turn it off by enabling JIRA dark features and then enabling sd.email.conversational.notification.disabled

Hi Rich,

It looks like Atlassian is putting a bandaid on this with JSD-2257 which will allow us to turn it off. This task is for asking them to add customisation

• Leo

How about just the functionality to to turn this off altogether? Since deploying the other day it's annoying to force this now.

Can we please get a timeframe on when this feature will be added?

What would be fantastic is if there were also a drop down as shown in the attached mockup. These templates could contain text, variables, and a cursor location. It would replace any default text shown in the comment box when the template is chosen.
You select the template you want to reply with, it populates the comment box and places the cursor where configured so the agent can immediately start typing additional text without having to touch their mouse again.
Variables I can see being useful: custom field values, default field values, date, time, date/time calculations, reporter's full name, reporter's first name, agent's full name, and agent's last name. Adding fill in fields similar to TextExpander would also be beneficial.

I would like to be able to configure the default comment field to be:

Hi [Customer First Name],

[Cursor]

Best,
[Agent First Name]

—

we can see thia feature this year?