How has this basic functionality been available in Server for nearly 3 years, and it still has not made it Cloud. This really is not a luxury feature, and for any support team to scale, there must be an editable canned response functionality available.
Can you please provide an update on when this will be available for JSD Cloud?
Hey Atalssian
This was created almost 6 years ago now and is a feature that every Service Desk platform has except for you. How is it not a thing yet? Its not some massive custom functionality but yet a standard these days. AS pointed out it exists in SD Server so why can't it be in Cloud as well?
I have seen recommendations to use an app but it is a paid app (I am not against so much it being paid) just to have functionality for a feature that should be built into SD by default.
To be honest its not so much the canned response feature but more just the ability for each agent to have a custom email signature that is automatically added to every response from that agent.
How has this been on server, but not cloud for so long? It's a pretty basic feature for helpdesk software. The more I try and configure this platform to suit our needs, the more it feels like the answer to every deficiency is "There's an app on the marketplace for that"
Going to nickle and dime us to death at this rate.
Just how long this is going to take? The notification emails are making us look a little unprofessional. Hope Atlassian gets this and pushes this simplest of feature through. I don't understand how they use a very customized version themselves while not pushing those changes out to production version.
The problem is that Atlassian writes great software, but it is not a customer focused company. Never has been. Remember the JSD pricing debacle when they first released it? They only relented and changed their model due to slow adoption. If it hurts their bottom line they will take action, but I don't know how we as paying customers who have been screaming loudly about this for some time can get resolution when they just don't care. If some large enterprise were to look at JSD for a large number of seats and say you know, it's a great product, but it lacks the customization we need you would see them address this in a flash.
Atlassian is also too oriented around trying to fill in feature gaps using their third party app ecosystem. I've seen them steer people towards JETI for this customization when they should have it built into the product int he first place and even then, cloud customers can't take advantage of many of the plug-ins like JETI.
Asset Management is another fine example here. Many "service desks" have it and Atlassian is trying to market JSD as a full-featured, somewhat ITIL compliant service desk system, so they'll talk about ITAM in many places alongside of JSD while their solution is really just a blog post on how they accomplished this internally using their vast JIRA resources to build their own system. They haven't even supplied the templates necessary to implement this to cloud customers.
I like JSD because it's fairly lightweight, gets the job done for the most part and is somewhat flexible if you host it yourself, but there are many improvements needed, with this customization feature high on the list.
Let's take this to social media. If you strongly care about this request, please tweet the following:
@Atlassian JSD-218: Customisation of @JIRAServiceDesk notifications has existed since 2013 & has over 500 votes. When will you take action?
Why is this feature continued to be ignored by Atlassian?
Some corporations require a paper trail of emails sent out, but in the case of Jira AND Confluence, the answer is "Nope, it is impossible."
How frustrating.
These people are too busy writing idiotic blogs about climate change and putting in new Jira Labs features that break existing functionality, and refuse to give this seemingly simple feature. M.maillogger on Jira Server was pretty good, but there's nothing similar to it on Cloud at all.
What is the solution?
Hi there, I'm just chiming in to agree with what other folks have said: that this is a super important troubleshooting feature that we need! As I'm trying to roll JSD out to other groups on our campus, one report from a customer saying "I never got the email" really jeopardizes the trust I'm trying to build in the tool. Especially if I then have to say, "I can't tell whether or not the email was ever sent because logging outbound emails is not a feature in the tool"... Not only is the assumption that the customer is right and the email never got sent so the tool must be buggy, but there's a further distrust established because now I'm saying that the tool doesn't come with basic troubleshooting logs that every sys admin is used to having.
I totally understand that y'all are prioritizing a million feature requests right now while going through this massive shift to the new view and next-gen projects and probably changes I'm not even aware of yet. However, this seems like an important piece that never got built that is now going to make it really hard for your customers to scale this tool and buy more licenses. Please don't ignore this technical debt! At Summit19 it was very clear that "Cloud is the future" but it's little things like this that make our leadership team seriously consider switching to the server version.
I don't understand how this isn't available... it's a basic troubleshooting feature. And please, for the love of all that is Atlassian, put it in System > Mail, not Jira Settings > Product > Email Requests like the inbound logs are. If you wouldn't mind moving the inbound logs to System > Mail while you're at it, we'd all be grateful that the email troubleshooting UI would finally make sense...
so this request was initially submitted 9 years ago and this functionality is still not available ?
For a MSP this is a must-have to be able to support different types of requests for different customers without having a seperate project for each customer and having all kinds of difficult workflows. It's just a standard and simple feature for an ITSM solution to keep all things simple and manageble. So please Atlassian incorporate this functionality in your (cloud) solution!!!
i would say + 1000 !
I am starting to get crazy by creating multiple Service Management projects simply to restrict ticket creation for certain "Request Types".
This is really a painfull workarround and unmanagable in the long-term!
Any update on this would be appreciated! :)
Thank you!
How has this basic functionality been available in Server for nearly 3 years, and it still has not made it Cloud. This really is not a luxury feature, and for any support team to scale, there must be an editable canned response functionality available. Can you please provide an update on when this will be available for JSD Cloud?
Hey Atalssian This was created almost 6 years ago now and is a feature that every Service Desk platform has except for you. How is it not a thing yet? Its not some massive custom functionality but yet a standard these days. AS pointed out it exists in SD Server so why can't it be in Cloud as well? I have seen recommendations to use an app but it is a paid app (I am not against so much it being paid) just to have functionality for a feature that should be built into SD by default. To be honest its not so much the canned response feature but more just the ability for each agent to have a custom email signature that is automatically added to every response from that agent.
How has this been on server, but not cloud for so long? It's a pretty basic feature for helpdesk software. The more I try and configure this platform to suit our needs, the more it feels like the answer to every deficiency is "There's an app on the marketplace for that" Going to nickle and dime us to death at this rate.
Just how long this is going to take? The notification emails are making us look a little unprofessional. Hope Atlassian gets this and pushes this simplest of feature through. I don't understand how they use a very customized version themselves while not pushing those changes out to production version.
The problem is that Atlassian writes great software, but it is not a customer focused company. Never has been. Remember the JSD pricing debacle when they first released it? They only relented and changed their model due to slow adoption. If it hurts their bottom line they will take action, but I don't know how we as paying customers who have been screaming loudly about this for some time can get resolution when they just don't care. If some large enterprise were to look at JSD for a large number of seats and say you know, it's a great product, but it lacks the customization we need you would see them address this in a flash. Atlassian is also too oriented around trying to fill in feature gaps using their third party app ecosystem. I've seen them steer people towards JETI for this customization when they should have it built into the product int he first place and even then, cloud customers can't take advantage of many of the plug-ins like JETI. Asset Management is another fine example here. Many "service desks" have it and Atlassian is trying to market JSD as a full-featured, somewhat ITIL compliant service desk system, so they'll talk about ITAM in many places alongside of JSD while their solution is really just a blog post on how they accomplished this internally using their vast JIRA resources to build their own system. They haven't even supplied the templates necessary to implement this to cloud customers. I like JSD because it's fairly lightweight, gets the job done for the most part and is somewhat flexible if you host it yourself, but there are many improvements needed, with this customization feature high on the list.
Let's take this to social media. If you strongly care about this request, please tweet the following: @Atlassian JSD-218: Customisation of @JIRAServiceDesk notifications has existed since 2013 & has over 500 votes. When will you take action?
Why is this feature continued to be ignored by Atlassian? Some corporations require a paper trail of emails sent out, but in the case of Jira AND Confluence, the answer is "Nope, it is impossible." How frustrating. These people are too busy writing idiotic blogs about climate change and putting in new Jira Labs features that break existing functionality, and refuse to give this seemingly simple feature. M.maillogger on Jira Server was pretty good, but there's nothing similar to it on Cloud at all. What is the solution?
Hi there, I'm just chiming in to agree with what other folks have said: that this is a super important troubleshooting feature that we need! As I'm trying to roll JSD out to other groups on our campus, one report from a customer saying "I never got the email" really jeopardizes the trust I'm trying to build in the tool. Especially if I then have to say, "I can't tell whether or not the email was ever sent because logging outbound emails is not a feature in the tool"... Not only is the assumption that the customer is right and the email never got sent so the tool must be buggy, but there's a further distrust established because now I'm saying that the tool doesn't come with basic troubleshooting logs that every sys admin is used to having. I totally understand that y'all are prioritizing a million feature requests right now while going through this massive shift to the new view and next-gen projects and probably changes I'm not even aware of yet. However, this seems like an important piece that never got built that is now going to make it really hard for your customers to scale this tool and buy more licenses. Please don't ignore this technical debt! At Summit19 it was very clear that "Cloud is the future" but it's little things like this that make our leadership team seriously consider switching to the server version.
I don't understand how this isn't available... it's a basic troubleshooting feature. And please, for the love of all that is Atlassian, put it in System > Mail, not Jira Settings > Product > Email Requests like the inbound logs are. If you wouldn't mind moving the inbound logs to System > Mail while you're at it, we'd all be grateful that the email troubleshooting UI would finally make sense...
so this request was initially submitted 9 years ago and this functionality is still not available ? For a MSP this is a must-have to be able to support different types of requests for different customers without having a seperate project for each customer and having all kinds of difficult workflows. It's just a standard and simple feature for an ITSM solution to keep all things simple and manageble. So please Atlassian incorporate this functionality in your (cloud) solution!!!
i would say + 1000 ! I am starting to get crazy by creating multiple Service Management projects simply to restrict ticket creation for certain "Request Types". This is really a painfull workarround and unmanagable in the long-term! Any update on this would be appreciated! :) Thank you!
Are there plans to assign the highlight/button color based on the custom menu color?