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This page is about Chat for JSM Cloud. Using Server or Data Center? Click here.

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Support agents often find themselves overwhelmed by a daily flood of tickets. Chat for JSM offers a lifeline by enabling real-time chat support, but with a growing customer base, handling multiple chats simultaneously can become daunting.

Integrating Chat for JSM with Canned Responses

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Pro can be the ultimate solution. With canned responses, your support agents can instantly have the perfect response at their fingertips, ready to personalize and send within seconds.

On this page:

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Configuration

This integration feature is available for Jira Service Management for Jira Cloud. To use this feature, you need to have both Chat for Jira Service Management and Canned Responses Pro Templates for Jira installed in your Jira instance. Once both apps are installed, agents will see Canned Responses Pro within the Chat Dashboard.

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Users need to create templates within Canned Responses Pro for them to be available in the Chat for JSM interface.

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To use a template, an agent simply needs to click the Canned Responses Pro icon in the chat input box, select the appropriate response from the list,

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edit it as they wish, and send it.

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Canned Responses Pro templates are available on the issue page as well, allowing agents to quickly respond to incoming tickets.

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To learn more about Canned Responses Pro, refer to its documentation.

Benefits

By combining these two Appfire apps, you can empower your agents to deliver exceptional customer service.

Faster Responses, Happier Customers

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Customers don’t like waiting. Chat for JSM lets them get answers quickly by allowing them to use live chat or integrate Slack, Microsoft Teams, WhatsApp to request a service, while Canned Responses Pro provides pre-written templates for greetings, closings, and solutions to common issues.

Effortless Consistency

Canned Responses Pro helps your agents deliver clear, professional messaging every time. Predefined templates eliminate typos and inconsistencies.

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Templates can include dynamic variables to populate information from the ticket automatically, signatures, and detailed step-by-step guides on how to solve a problem so agents won’t need to type it manually.

Still not convinced? Check out this study—apparently, one in five customers abandon a product due to slow online chat responses.

If you don’t have Canned Responses Pro on your instance, you can install it from the Atlassian Marketplace and try it for free.

Questions?

Enjoy the integration, and feel free to share your feedback with us! For more information, refer to the product documentation.

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summaryChat for JSM
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summaryCanned Responses Pro
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