This page is about Canned Responses Pro Templates for Jira Cloud. Using Server or Data Center? Click here.
What is smart reply?
Smart reply is an AI-powered feature designed to assist support agents in responding to customer requests more efficiently. By analyzing the issue’s details, including its summary, description, and comments, smart reply suggests up to 3 potential responses based on your existing Canned Responses templates.
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How it works
We are continuously improving this feature to ensure a seamless experience while prioritizing your data security. Here's a breakdown of how smart reply utilizes AI responsibly:
AI-Powered assistance: AI (ChatGPT4 ?) analyzes the current issue's summary, description, and comments to suggest replies based on your Canned Responses templates.
Monthly credits: AI usage is limited by a monthly credit system. Each organization receives 500 credits, which automatically renew on the 1st of each month. To generate AI-powered replies, you must have enough credits in your balance. If you have insufficient credits, the feature will be disabled.
Data privacy: Rest assured, your data is safe. We only send the text from the current issue and available Canned Responses Pro templates to our AI service. Importantly, your data is never used to train any AI models.
Control: The Jira admins can enable or disable the feature through the Canned Responses app settings.
Using smart reply
Navigate to the Jira Service Management issue you want to respond to.
Find the Smart reply button within the Canned Responses Pro Templates section.
Enable this feature for your user by signing the AI consent form.
Find the Smart reply button within the Canned Responses Pro Templates section. Click the button to initiate the process.
AI analyzes the issue’s summary, description, and comments, and provides 3 potential response options. Use the chevrons to switch between options.
Select the response that best fits your case and customize it as needed.
Once you're satisfied with the response, click Select to apply the template to the text box. This replaces the text in the editor.
(Optional) We recommend you give feedback on the quality of the AI reply by clicking
or 
.
Admin settings
If you're a Jira admin and want to disable the feature:
Navigate to Apps > Canned Responses Pro.
From the side menu, open Settings.
From the Global settings section, turn off the Enable smart reply (AI Beta) toggle.
Please note that this feature is currently in beta testing and not everyone has access to it. If you are interested in trying out the feature, please contact our support team.
We hope that you find this feature helpful to your support workflow. Please keep in mind that it is still in beta and may have issues. We appreciate your feedback and suggestions on how to improve it.