| Panel | ||||||||
|---|---|---|---|---|---|---|---|---|
| ||||||||
This page is about Canned Responses Pro Templates for Jira Cloud. Using Server or Data Center? Click here. |
Canned Responses Pro is all about and HelpDesk+ have joined forces to streamline your support workflow, saving you time hours and effort when crafting ensuring consistent, helpful responses to your customers. Now, you can take your efficiency even further with our seamless integration with HelpDesk+communication.
What is HelpDesk+?
HelpDesk+ is a powerful two-way Slack and JSM integration with an AI-powered chatbot for your help desk. It gives end users the ability to request support directly from Slack to improve customer satisfaction (CSAT). Support agents can also easily transition, assign, and comment on tickets that are stored in your JSM portal directly from Slack. This saves an estimated 2 hours per agent each week which equates to a huge cost saving each yearbridges the gap between Slack and Jira Service Management, allowing users to request and manage tickets directly within Slack and equipping teams with an AI-powered chatbot.
How does it work with Canned Responses Pro?
This integration is off by default. To enable the integration, go to HELPDESK+ Settings from the sidebar, navigate to Plugins, and check the box next to Show Canned Responses (Jira Cloud only).
After installing both apps and enabling the Canned Responses Pro integration, Slack users can easily access the full list of templates from both platforms. On the 'Add a comment' screen in Slack, users will find an option to view the entire template list. Once selected, a menu will display all available templates, allowing users to choose and populate the comment box with the desired template. Users can then proceed to edit or submit the message as usual.
| Panel | ||||||
|---|---|---|---|---|---|---|
| ||||||
Please note that, at present, the Insights feature of Canned Responses Pro does not track or count the canned responses used through this integration. |
Requirements and Configuration
This integration feature is available for Jira Service Management for Jira Cloud. To use this feature, you must have both HelpDesk+ and Canned Responses Pro Templates for Jira installed in your Jira instance and HD+ configured in Slack.
Once both apps are installed and the Canned Responses integration is enabled, agents will see Canned Responses Pro templates will appear on the “Add a comment” screen. Once the agent selects a template, the comment box will be automatically populated. Then, the agent can submit the message as usual.
| Panel | ||||||
|---|---|---|---|---|---|---|
| ||||||
At this moment, the Insights feature of Canned Responses Pro do not track or count the canned responses that are used through this integration. |
The integration is disabled by default. To activate it:
Navigate to your HelpDesk+ Settings in the Nextup.ai account portal.
Navigate to Plugins, and check the box next to Show Canned Responses (Jira Cloud only).
Click Save Settings.
Want to learn more?
Check out the HelpDesk+ documentation.
Install HelpDesk+ from the Atlassian Marketplace.