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This page is about Canned Responses Pro Templates for Jira Cloud. Using Server or Data Center? Click here. |
Once you've created a template, it'll be available in the drop-down menu of the Canned Responses section for easy insertion in future issuesCanned Responses allows users to create and use templates to quickly respond to issues. These templates can be created and managed in the Canned Responses section, which can be found on any issue view. It includes:
A dropdown for selecting and inserting templates
Options to create new template (with "plus" icon)
Editor box that allows you to compose either a new comment or edit issue description
1. Dropdown – Once you create a template, it’ll be available here for easy insertion in future issues. Here you can create new templates by clicking the ➕ button, see which templates are Personal or Global, select and insert templates, or favorite templates so that they appear in the quick toolbar.
2. Quick toolbar – This allows for one-click inserting. When you favorite a template by clicking the star button next to it, it appears here. Once you click on a template, the text editor will expand with the template already inserted and ready for optional corrections. You can favorite a template:
on templates list (see "Canned Responses" in your Jira project menu)
on templates list dialog (see "⚙ Manage" button in Issue view)
when creating or editing templates (see "+Create new" and "Edit" dialogs)
directly in "Insert template..." dropdown (in Issue view)
Favoriting a template is individual; only the person who favorited a given template will see it in their quick toolbar.
All of the templates still follow visibility scopes, but each user can choose to favorite some of their templates to have them on hand, according to their individual style of work.
3. Editor box – This allows you to compose either a new comment or edit issue description.
4. Smart Suggestions – This feature offers response suggestions from your bank of templates and common phrases. This feature can help you quickly find the right answer for your situation. It’s automatically enabled when you install the app. You can disable it by turning off the toggle.
5. Save – Click this button will send your message to the customer in issue view or save your template in the description field.
6. Schedule Comments – Here you can schedule your comment to be sent at the specified time, unless a new comment is added to the issue or the issue has changed status.
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Keep in mind that you cannot schedule a comment with actions. We also don’t support attachments yet. To schedule such a message, you need to delete all actions and attachments, and try again. |
7. ➕ Create – When you click this, the Create template screen will appear. On this screen, you can create new templates, favorite them, and so on.
8. Manage – On this screen, you can manage all your canned responses. This page acts as an overview of all Canned Responses feature. Here you can see all the templates in the instance, filter them, add new templates, and go to User Settings, Project settings, and Global settings with just one click.
The way the Canned Responses section appears will be different depending on whether you use the companion browser extension or not. The browser extension lets users access and use their predefined templates directly in native Jira fields and on additional Jira screens. Without the extension, the section is located in a separate editor box, above the Activity section.
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Why is there a separate Canned Responses section? This is a limitation of Jira itself. It allows apps to occupy only certain locations within the interface. Canned Responses is fully functional without the extension; however, to have Canned Responses available directly in the native Jira comment box, we highly recommend you use the companion browser extension. |
Now that we’ve gotten that out of the way, we can focus on using the editor box itself. To insert a template into a ticket, you can use:
a) Search and insert – Click Insert template… to open the drop-down menu, search by typing, and select the template. You can also use Shift+Tab while in the editor to open the drop-down, navigate with arrows, and press Enter to select.
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b) Quick toolbar – Select a previously starred template to add it with just a single click.
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Once you’ve inserted the template into the comment field, you can make any necessary adjustments before sending the message. These templates will speed up the process of answering common questions, greeting customers, requesting more information, or closing a ticket.
All of your templates can be accessed via your Jira project menu’s Canned Responses screen, where you can see, create, edit and remove templates.
Scheduled Comments
The scheduled comment will be sent at the specified time, unless a new comment is added to the issue or the issue has changed status.
You cannot schedule comment with actions.
Please delete all actions and try again.
We are not supporting attachments yet
Please remove attachment from the editor or create feature request.