Versions Compared

Version Old Version 9 New Version 10
Changes made by

Derya Özdemir

Derya Özdemir

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.
Panel
panelIconIdatlassian-info
panelIcon:info:
bgColor#F4F5F7

This page is about Canned Responses Pro Templates for Jira Cloud. Using Server or Data Center? Click here.

Canned Responses allows users to create and use templates to quickly respond to issues. These templates can be created, used, and managed in the Canned Responses section, which can be found on any issue view and in the description field, and, if you have the browser extension installed, in the Transition screen and JSM Queues view.

  1. Dropdown

  2. Quick toolbar

    1. How to Favorite a Template

  3. Editor box

  4. Smart suggestions

  5. Save

  6. Schedule comments

  7. ➕ Create

  8. Manage

Image Modified

Anchor
dropdown
dropdown
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 next to each folder (if you click the button next to Global, you’ll create a new template in that folder), select and insert templates, or favorite templates so that they appear in the quick toolbar.

Click Insert template… to open the dropdown menu, search templates by typing, and select one to open it. You can also use Shift+Tab while in the editor to open the drop-down, navigate with arrows, and press Enter to select.

Image Modified

2. Quick toolbar – This toolbar 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.

Image Modified

Anchor
how-to
how-to
You can favorite a template:

  • on templates list (open your Jira project menu, click Canned Responses)

  • on templates list dialog (click the 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.

Anchor
editor-box
editor-box
3. Editor box – This allows you to compose either a new comment or edit issue description.

Anchor
smart-suggestions
smart-suggestions
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.

Anchor
save
save
5. Save – Click this button will send your message to the customer in issue view or save your template in the description field.

Anchor
schedule-comments
schedule-comments
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.

Note

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/or attachments, and try again.

Anchor
create
create
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.

Anchor
manage
manage
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.

Image Added

Image Added
Image Added

Disclaimer

How the Canned Responses section appears to you will depend on whether you use the companion browser extension or not. The images and gifs in this documentation may look different because of this reason. 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.

Expand
titleClick to see the difference...

Without browser extension

With browser extension

Image ModifiedImage Modified
Panel
panelIconIdatlassian-question_mark
panelIcon:question_mark:
panelIconText:question_mark:
bgColor#DEEBFF

Why is there a separate Canned Responses section?

This is a limitation of Jira Cloud 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.

Panel
panelIconId1f96b
panelIcon:canned_food:
panelIconText🥫
bgColor#E3FCEF

Bulk Replies in JSM Queues