đź‘‹ Welcome to Canned Responses Pro Templates for Jira!
A simple yet powerful app trusted by hundreds of help desks worldwide. Say goodbye to repetitive tasks and hello to more time spent helping your customers. Make your support team more efficient with dynamic templates and automated actions.
With Canned Responses (CR), you can:
Improve productivity and resolution time
Save time by creating dynamic templates for common interactions, like comments, bug reports, and feature requests. No more manually writing or copying and pasting — simply select the appropriate template and you're good to go.
Streamline workflows with automated actions
Automate your internal workflows with templates that trigger a sequence of actions. For example, a “Thank you” template can be created to close the issue and mark it as "done" in one seamless process.
Gain valuable insights for continuous improvement
Easily track and optimize your team's communication with customers by using the Insights tab, which displays information about usage and statistics for each template. Managers can examine how templates are being used by their teams.
Insights Tab (Statistics and Reports)
Here is a quick review of CR’s main components:
Reusable Templates
CR allows you to create templates using Dynamic Variables, which are special keywords that will be replaced with proper data (reporter name, issue key, due date, etc.) when the template is used.
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You can use templates in comments, Jira issue description fields, and other multi-line custom text fields.
The templates can be organized into folders for easier navigation. Advanced visibility permissions let managers make templates available only to the right people.
Automated Actions
Each template can include an individually triggered sequence of actions, so you can automate repetitive tasks and streamline your workflow.
This feature lets you transition issues to a given status, set values within issue fields, and mix and match sequences by adding multiple actions to each template to suit your needs.
You can also leverage the power of Jira Automation. It's possible to trigger particular rules as an automated action through a web request that triggers the automation. This means that, effectively, you can do anything that Jira Automation can as part of your templates.
Signatures
CR allows you to create and manage signature templates that can be customized on three levels: Global, Project, and Personal. You can even restrict signatures to “Reply to customer” in Jira Service Management.
Insights
The Insights tab, with its advanced filtering functionality, enables managers to see how their teams are using Canned Responses, providing them with detailed statistics and reports about template usage.
Managers can dig deeper into template statistics to find out how agents communicate. These insights can then be used to promote the most popular Personal templates to Project and Global levels, compare template usage, and declutter the templates list.