Browser extension
This page is about Canned Responses Pro Templates for Jira Cloud. Using Data Center? Click here.
The Canned Responses browser extension lets users access and use their predefined templates directly in native Jira fields and on additional Jira screens. By seamlessly integrating CR with the Jira interface, this simplifies the use of the application by support agents.
What is the main difference?
Without browser extension | With browser extension |
|---|---|
The Canned Responses section is located in a separate editor box, above the Activity section.  | The Canned Responses section is located directly in the native Jira comment box, in the Activity section.
|
Why is the extension needed?
This is due to a limitation of Jira Cloud, which allows apps to occupy only certain areas within the user interface. Unfortunately, it’s not possible to add elements directly to fields like comment boxes.
To overcome this limitation and provide our customers with additional value, we've created this browser extension for Canned Responses. For this reason, we strongly recommend you install the free browser extension for Chrome, Edge, or Firefox.
Which features are supported by the extension?
With the browser extension, you have pretty much all the same features and even more!
Feature | Without browser extension | With browser extension |
|---|---|---|
Using the templates in Jira's comment box and description field directly | ||
Transition screen support | ||
Smart Suggestions | ||
Signatures | ||
Scheduled comments | ||
Replace response | ||
Permissions and template visibility settings | ||
Mentioning | ||
Jira Service Management Queues support (bulk actions) | ||
Insights | ||
Inserting initial template | ||
Favorite responses | ||
Export/Import templates | ||
Dynamic variables | ||
Automated Actions | ||
Adding an internal note, replying to a customer (in Jira Service Management), or leaving a comment (in Jira Software) | ||
Adding a description in the work item view | ||
Support attachments |
Button visibility in the Forge version
With the Forge version of Canned Responses Pro, the browser extension continues to work in most Jira views. However, due to changes in how Jira Cloud renders Forge apps, some buttons ( Edit, Favorite, Add) are not available in certain views.
View | Button visibility |
|---|---|
Issue view | ✅ Visible |
Transition view (inside issue view) | ✅ Visible |
Bulk comment view | ❌ Not visible |
Bulk transition view | ❌ Not visible |
Create issue view | ⚠️ Varies — buttons appear only when the Canned Responses iframe exists on the page (for example, when opened on top of the issue view) |
The general rule is that buttons are only available in views that include the native Canned Responses panel. In views without that panel, the extension cannot display buttons.
How can I install the extension?
The extension is free and available through the Chrome Web Store, Microsoft Edge Store, and Firefox Add-ons. Other browsers are not supported due to the lack of necessary API implementations.
Will my Jira users have to install the extension?
Only if they want to! Canned Responses is fully functional without the extension. Nevertheless, we recommend using the extension for the best experience.
Need support? Create a request with our support team.