{
  "pack": "CloseReply starter response library",
  "version": 1,
  "instructions": "Import in Apps > CloseReply > Templates > Import templates. Review and edit every response before using it with customers.",
  "templates": [
    {
      "name": "Request received",
      "folder": "Intake",
      "favourite": true,
      "body": "Hi {{reporterFirstName}},\n\nThanks for getting in touch. We have received {{issueKey}} — {{issueSummary}} and will review it shortly. We will keep you updated here as we make progress."
    },
    {
      "name": "More information needed",
      "folder": "Intake",
      "favourite": true,
      "body": "Hi {{reporterFirstName}},\n\nThanks for the details on {{issueKey}}. Before we continue, could you share:\n\n- What you expected to happen\n- What happened instead\n- The steps that led to the issue\n- A screenshot or exact error message, if available\n\nOnce we have that information, we can investigate the next step."
    },
    {
      "name": "Investigation in progress",
      "folder": "Updates",
      "body": "Hi {{reporterFirstName}},\n\nWe are still investigating {{issueKey}}. The current request status is {{requestStatus}}. We do not need anything else from you right now, and we will post another update when we have a confirmed next step."
    },
    {
      "name": "Waiting on another team",
      "folder": "Updates",
      "body": "Hi {{reporterFirstName}},\n\nWe have asked the relevant team to help with {{issueKey}}. We are tracking the request and will update you here when they respond. Thank you for your patience."
    },
    {
      "name": "Workaround available",
      "folder": "Resolutions",
      "body": "Hi {{reporterFirstName}},\n\nWe have a temporary workaround for {{issueKey}}:\n\n1. Add the first verified step here.\n2. Add the second verified step here.\n3. Confirm the expected result here.\n\nPlease review these steps for your environment before sending this response. We will keep the request open while we work on a permanent resolution."
    },
    {
      "name": "Resolved — please confirm",
      "folder": "Resolutions",
      "favourite": true,
      "body": "Hi {{reporterFirstName}},\n\nWe have completed the work on {{issueKey}} — {{issueSummary}}. Please check the result when convenient and let us know here if anything is still not working as expected."
    },
    {
      "name": "Resolved — closing request",
      "folder": "Resolutions",
      "body": "Hi {{reporterFirstName}},\n\nYour request {{issueKey}} is now resolved. If the same issue returns, reply here or open a new request and reference {{issueKey}} so the team has the earlier context."
    },
    {
      "name": "Access approved",
      "folder": "Approvals",
      "body": "Hi {{reporterFirstName}},\n\nThe access request in {{issueKey}} has been approved. The service team can now continue with fulfilment. We will confirm here when access is ready to use."
    },
    {
      "name": "Access declined",
      "folder": "Approvals",
      "body": "Hi {{reporterFirstName}},\n\nThe access request in {{issueKey}} was not approved. Review the request details and approval notes before sending this response, then explain any corrected information or alternative access the requester can submit."
    },
    {
      "name": "Major incident update",
      "folder": "Incidents",
      "body": "Hi {{reporterFirstName}},\n\nWe are investigating the incident linked to {{issueKey}}. Current status: {{requestStatus}}.\n\nImpact: Add only confirmed impact here.\nCurrent action: Add the verified action underway here.\nNext update: Add a realistic time here.\n\nWe will update this request as confirmed information becomes available."
    }
  ]
}