This 2-step guide will walk you through the key concepts you need to know to get started with Canned Responses Pro Templates for Jira Cloud.
Step 1: Create a new template
After installing Canned Responses Pro Templates for Jira from the Atlassian Marketplace, creating your first template is the best way to get started.
You can do this in two ways. The first is through the Canned Responses panel, which will appear in your Jira issues after installation. By default, Canned Responses is visible for all projects. This panel includes a dropdown for selecting and inserting templates, an editor box, the Create button to create a new template, and more.
Can’t see the Canned Responses panel? Check that all cookies are enabled in your browser settings; they are required for the panel to appear in your Jira.
Alternatively, you can navigate to Apps > Canned Responses > Templates > Create template, or open it via the left-side menu in the project.
On the Create template screen, you can:
put templates in folders by using double colons in the name
for example, to put "Deleting account" template in "Instructions" folder, the name of the template should be "Instructions::Deleting account" and it’ll be nested accordingly
use the star button to mark the template as a favorite and access it from the quick toolbar in an issue view
set visibility scope, so that the template is visible for particular groups, in selected projects, etc.
add dynamic variables (special keywords that will be dynamically replaced with proper data when the template is used) to your template content
add automated actions that will run after using the template – you can trigger transitions, set field values, and trigger Jira Automation
Depending on your use case, you may want to create templates for greeting customers, requesting more information, or closing a ticket. Check out an example below:
Step 2: Insert the template into a ticket
Once you've created a template, it'll be available in the dropdown menu of the Canned Responses panel for easy insertion.
How the Canned Responses panel 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 panel is located in a separate editor box, above the Activity panel.
Without browser extension
With browser extension
Now that we’ve gotten that out of the way, we can focus on using the template itself. To insert a template into a ticket, you can use:
a) Search and insert – Click Insert template to open the dropdown menu, search by typing, and select the template. You can also use Shift+Tab while in the editor to open the dropdown, navigate with arrows, and press Enter to select.
b) Quick toolbar – Select a previously favorited template to add it with just a single click.
Once you’ve inserted the template into the comment field or description 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 > Templates screen (or the Manage button on the CR panel), where you can see, create, edit, and remove templates.
That’s it! Now that we’ve covered the most basic steps you need to master Canned Responses, you can dive deeper. Reinforce your knowledge by creating templates, and then you can dive into more advanced features like the Insights panel, which displays how the templates are used in issues.