This page is about Canned Responses Pro Templates for Jira Cloud. Using Server or Data Center? Click here.
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 section, 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.
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.
Without browser extension | With browser extension |
|---|---|
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Canned Responses is fully functional without the extension; however, to have Canned Responses available directly in the native Jira comment box, we highly recommend you use the companion browser extension.
By default, the Canned Responses section 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 Section (without the browser extension)
On the issue view, the Canned Responses section is located in a separate editor box, above the Activity section.
Native Comment Box (with browser extension)
When you install the browser extension, the CR section 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.
Description Field (with browser extension)
The CR section 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.
Transition Screen (with browser extension)
The Transition screen appears when you change the issue status, depending on your workflow settings. You can change the issue status without any additional screens, or when it requires some additional info for moving the issue to the selected status, like leaving a comment or filling out some fields, you will see this screen.
When the browser extension is installed, the CR section appears on the Transition screen, allowing you to change the issue’s status and leave a comment for the customer in one go.
Dynamic variables rely on Jira REST APIs to retrieve custom field values, which means that they can only retrieve values from saved fields. Therefore, if your field is empty and you populate it during transition, dynamic variables cannot retrieve the value on the fly on the same screen.
As long as the fields have been filled in the regular issue view or during the previous transition, and the field is not empty during the transition, dynamic variables will work as expected.
JSM Queues (with browser extension)
In Jira Service Management, customer requests are organized into queues, and you can link, comment, assign, or transition multiple requests using bulk actions. When you install the browser extension, Canned Responses allows you to comment on numerous JSM requests at once using your predefined templates.
Keep in mind that, due to Jira Cloud limitations, this view doesn’t support attachments or automated actions. You can use some of the dynamic variables:
$currentUserName$$currentUserAccountId$$date$$currentUserFirstName$$time$$timezoneName$$timeUTCOffset$
At some point, you may need to comment on multiple support requests at the same time. In combination with our browser extension, Canned Responses allows you to comment on many requests at once using your predefined templates.
To Add Internal Comments or Reply to Customers on Multiple Requests:
From your service project, go to a queue that shows all the requests you’d like to comment on.
Click the box beside each request you’d like to comment on.
Click Comment in the action bar.
Click Insert template to open a dropdown and search your template or select your favorite one from the quick toolbar.
Click Comment to post your comment to the requests.
You can also use the Canned Responses app to perform bulk Transition action on Jira Service Management queues.
Please note there are limitations due to Jira Cloud restrictions:
Automated Actions added to the template cannot be run while inserting templates this way.
Only the following dynamic variables are supported in this view:
$currentUserName$,$currentUserAccountId$,$currentUserFirstName$,$time$,$timezoneName$,$timeUTCOffset$,$date$Only plain text can be added to the comments, and attachments cannot be added to multiple requests this way.
You must use the Canned Responses extension for Chrome, Edge and Firefox browsers.