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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

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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 (for example, 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 dropdown, navigate with arrows, and press Enter to select.

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toolbar toolbar

2. Quick toolbar

This toolbar allows for one-click insertion. 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.

• 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)

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editor-box editor-box

3. Editor box

This allows you to compose a new comment or edit the issue description. When you click on a template, the box expands, and the template’s content, with the Dynamic Variables resolved, is inserted. Before saving the comment or the description, you can make any necessary modifications.

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smart-suggestions smart-suggestions

4. Smart Suggestions

This feature offers response suggestions from your bank of templates and common phrases, and 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.

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save save

5. Save

Clicking this button will send your message to the customer in issue view or save your template in the description field.

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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.

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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.

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manage manage

8. Manage

On this screen, you can manage all the templates in your instance. This page acts as an overview of all Canned Responses features. Here you can see all the templates in the instance, filter them, add new templates, or go to User settings, Project settings, and Global settings with just one click.

Important Note:

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 in your instance for 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.

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title Click to see the difference...
Without browser extension With browser extension

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