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This page is about Chat for JSM Cloud. Using Server or Data Center? Click here. |
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Integrating Chat for JSM with Canned Responses can help agents save time and improve efficiency, as they do not have to manually type out the same information over and over again. Moreover, agents get quick access to greetings and closing templates to communicate with customers and provide a faster response time.
Requirements and Configuration
This integration feature is available for Jira Service Management for Jira Cloud, Data Center, and Server. 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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To use a template, an agent simply needs to click the Canned Responses icon (
) in the chat input box, select the appropriate response from the list, modify it as they wish, and send it. Agents can also create their own templates, both global and private, and edit existing ones as needed by going to the Canned Responses tab in their agent portal.
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Canned Responses 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, refer to its documentation.
If you don’t have Canned Responses on your instance, you can download install it from the Atlassian Marketplace and try it for free.