I want to separate internal and external templates

Owned by Derya Özdemir
Last updated: Dec 06, 2024
1 min read

Context: A Support Manager wants to separate their internal and external comment templates.

User Problem: Our agents often accidentally share internal information with customers due to the lack of distinction between internal and public comment templates. This can lead to potential privacy breaches and customer confusion.

Solution: Using Canned Responses Pro Templates for Jira to separate the comment templates!

Canned Responses Pro Templates for Jira now offers precise control over comment template visibility. Users can now specify whether a template is intended for public comments, internal notes, issue descriptions, or all comment types.

image-20241206-141935.png

Key Features:

  • Public Comment: Templates designated for customer-facing interactions, such as replies to customers in Jira Service Management or comments in Jira.

  • Internal Note: Templates exclusively for internal team communication, such as the internal notes in Jira Service Management.

  • Issue Description: Templates specifically designed for the description field of an issue.

  • All Comments: Templates applicable to both public and internal comments.

By tailoring templates to specific contexts, agents can streamline their workflow and reduce the risk of sensitive information disclosure.

Problem solved!