Smart reply (Beta)
- Derya Özdemir
This page is about Canned Responses Pro Templates for Jira Cloud. Using Server or Data Center? Click here.
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.
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.
Using smart reply
Smart reply button is enabled by default. Unless the Jira admin disables it, each user will see the button on the issue view. To start using the feature, every user must approve the consent form.
Follow these steps to start 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. Click the button to initiate the process.
Enable this feature for your user by signing the AI consent form.
Click the Smart reply button again to trigger AI to analyze the issue’s summary, description, and comments and provide up to 3 potential response options. Use the chevrons to switch between options.
(Optional) Rate the AI’s suggestions by giving a thumbs up or thumbs down. Your feedback helps improve future responses.
Once you're satisfied with the response, click Select to apply the template to the text box. This replaces the text in the editor.
Customize the text if needed and reply to a customer.
Managing smart reply
Jira admins have full control over enabling or disabling the smart reply feature across the organization. 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.
How it works
We take data security seriously and we are committed to being transparent about how the smart reply feature utilizes AI.
AI-powered response suggestions: We leverage technology from Microsoft’s Azure OpenAI Service to provide you with this service. The data sent to the Azure OpenAI service includes the text from issue summaries, descriptions, and comments, along with the embeddings of Canned Responses templates from your instance. Embeddings are numerical representations of text or documents. For more information, check out an example of an embedding from OpenAI.
No training on your data: Appfire or Microsoft does not store or use your data to train AI models.
Data protection: All data is encrypted during transmission, and individual customer accounts are kept securely separate in our production environment. We ensure that data from different customers is never mixed or processed together during AI operations.
Monthly credits: AI usage is limited by a monthly credit system. Each user receives 1000 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.
Permissions: We respect user’s permissions. The LLM used to generate AI responses for a user cannot see or use any information to which that user does not already have access. The visibility scope of templates is also taken into account while generating responses.
Control: Jira administrators have full control over the feature, enabling or disabling it as needed through the Canned Responses Pro app settings.
Keep in mind that content quality may vary because of the nature of AI-powered response generation. AI models can sometimes behave in inaccurate, incomplete, or unreliable ways.
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.