Intro to Canned Responses Pro Templates for Jira

Owned by Derya Özdemir
Last updated: Dec 06, 2024
4 min read

Welcome to Canned Responses Pro Templates for Jira!

A simple yet powerful app trusted by help desks worldwide, with support for Jira Software and Jira Service Management. 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 your team productivity

Save time by creating dynamic templates for common customer issues and repetitive tasks such as user stories, bug reports, or feature requests. No more manually writing or copying and pasting — simply select the appropriate template and you're good to go.

Streamline your work process with automated actions

Automate the repetitive steps for issues with templates that trigger automated actions. For example, you can use this feature to automatically update the fields in an issue, or create a “Thank you” template to resolve an issue and mark it as "Done" in one seamless act.

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.

Here is a quick overview of Canned Responses' main components:

Reusable Templates

CR allows you to create templates with attachments 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.

You can use templates to respond to customers or leave internal notes in Jira Service Management, as well as in comments or descriptions in Jira Software and Work Management.

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. This signature can be automatically applied to each response, eliminating the need for users to insert it manually.

 

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.