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Smart reply is an AI-powered feature designed to assist support agents in responding to customer requests more efficiently. By analyzing the issue’s details, including its summary, description, and comments, smart reply suggests up to 3 potential responses based on your existing Canned Responses templates.
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AI-Powered assistance: AI (ChatGPT4 ?) analyzes the current issue's summary, description, and comments to suggest replies based on your Canned Responses templates.
Monthly credits: AI usage is limited by a monthly credit system. Each organization receives 500 credits, which automatically renew on the 1st of each month. To generate AI-powered replies, you must have enough credits in your balance. If you have insufficient credits, the feature will be disabled.
Data privacy: Rest assured, your data is safe. We only send the text from the current issue and available Canned Responses Pro templates to our AI service. Importantly, your data is never used to train any AI models.
Control: The Jira admins can enable or disable the feature Jira administrators have full control over the feature, enabling or disabling it as needed through the Canned Responses app settings.
Using smart reply
Follow these steps to start using smart reply:
Navigate to the Jira Service Management issue you want to respond to.
Find the Smart reply button within the Canned Responses Pro Templates section.
Enable this feature for your user by signing the AI consent form.
Find the Smart reply button within the Canned Responses Pro Templates section. Click the button to initiate the process.
AI analyzes the issue’s summary, description, and comments, and provides 3 potential response options. Use the chevrons to switch between options.
Select the response that best fits your case and customize it as needed.
Once you're satisfied with the response, click Select to apply the template to the text box. This replaces the text in the editor.
(Optional) We recommend you give feedback on the quality of the AI reply by clicking
or 
.
Admin settings
Rate the AI’s suggestions by giving a thumbs up or thumbs down. Your feedback helps improve future responses.
Managing smart reply
Jira admins have full control over enabling or disabling the Smart Reply feature across the organization. If you're a Jira admin and want to disable the feature:
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