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

On this page, we’ll explore all the places where Canned Responses is available.

  1. Canned Responses Section Panel (without the browser extension)

  2. Description Field (with browser extension)

  3. Native Comment Box (with browser extension)

  4. Transition Screen (with browser extension)

  5. JSM Queues (with browser extension)

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summaryImportant Note
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How the Canned Responses section panel 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 panel is located in a separate editor box, above the Activity section.

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By default, the Canned Responses section panel only appears on the issue view screen. Installing the browser extension allows you to have CR on the Transition screen and JSM Queues view. The Create Issue screen is not yet supported.

Canned Responses

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Panel (without the browser extension)
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cr-section
cr-section

On the issue view, the Canned Responses section panel is located in aseparate editor box, above the Activity section.

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When you install the browser extension, the CR section panel appears directly in the native Jira comment box, in the Activity section. This simplifies usage for support agents by seamlessly integrating Canned Responses with the Jira interface.

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Description Field (with browser extension)
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description-field
description-field

The CR section panel appears in the Jira description field when you have the browser extension on. This can be used to save time and ensure consistency in the language and formatting of issue descriptions. It can also help improve the accuracy and speed of issue resolution by providing clear and consistent instructions or information.

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When the browser extension is installed, the CR section panel appears on the Transition screen, allowing you to change the issue’s status and leave a comment for the customer in one go.

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