FAQ: Canned Responses Pro Templates for Jira Cloud

Here are the answers to some of your most frequently asked questions. If you think we’re missing any critical tips, let us know by getting in touch with us.

On this page:

1 Where can I use Canned Responses?
2 What is the price?
3 Why do I see duplicated comment sections on the issue view?
4 What is the Canned Responses browser extension for?
5 How can I add attachments to the Canned Responses template?
6 Why can’t I find my field in Automated Actions?
7 How can I limit access to Canned Responses for some users?
8 How can I add the CR template to the Jira Automation rule?
9 Why don’t I see Canned Responses on some of my screens?

On this page:

1 Where can I use Canned Responses?
2 What is the price?
3 Why do I see duplicated comment sections on the issue view?
4 What is the Canned Responses browser extension for?
5 How can I add attachments to the Canned Responses template?
6 Why can’t I find my field in Automated Actions?
7 How can I limit access to Canned Responses for some users?
8 How can I add the CR template to the Jira Automation rule?
9 Why don’t I see Canned Responses on some of my screens?

Where can I use Canned Responses?

Canned Responses Pro Templates for Jira supports Jira Service Management as well as Jira Software and Jira Work Management. Users can create templates and apply them to issue descriptions and issue comments in JS and JWM, as well as reply to customers or leave internal notes in JSM.

What is the price?

You can check the price here.

According to Atlassian’s pricing policy, apps are billed based on the number of users in your Atlassian product. Jira Cloud apps are priced based on the maximum number of users of the Jira products on your instance. For example, if you have Jira Software (50 users) and Jira Service Management (10 agents) in the same instance, you pay the 50-user price for apps.

Why do I see duplicated comment sections on the issue view?

Canned Responses is designed to work with native Jira fields in an issue, such as comments and descriptions. Due to technical Jira Cloud limitations, it's not possible to add third-party components there. That is why the dedicated Canned Responses panel appears in the issue view. It functions similarly to native fields in that you can add comments and descriptions and respond to consumers/clients through the panel.

To avoid this inconvenience and bypass the limitations, we recommend installing the free browser extension for Chrome, Edge, or Firefox.

What is the Canned Responses browser extension for?

Canned Responses browser extension for Chrome, Edge, or Firefox aims to circumvent Jira Cloud limitations and provide additional features that are not available in regular mode. With the browser extension, you can embed CR into the native Jira comment and description fields to avoid duplicated sections on an issue view, as well as use CR on the Transition screen and JSM Queues screen. Learn more here.

How can I add attachments to the Canned Responses template?

At the moment, users can attach images to the templates. You can see how here. If you have the CR browser extension installed, adding other attachments to the canned response is available directly on the issue view via the regular Jira editor.

Why can’t I find my field in Automated Actions?

Using automated actions, you can update custom fields if they have the following types:

Labels
Text Field (single line)
User Pickers
Resolution field
Select List (single & multiple choice)

If your field is not supported, you can still update it using CR automated actions (Send web request) in combination with Jira Automation. Learn more about Jira custom field types.

How can I limit access to Canned Responses for some users?

Jira Global Admins can restrict the usage for specific groups and set up visibility for specific projects in Global Settings.

How can I add the CR template to the Jira Automation rule?

At the moment, Atlassian doesn't provide public APIs to integrate Canned Responses with Jira Automation. Because of this, users are unable to add templates while creating rules.

We’re constantly monitoring Atlassian’s updates and will start working on this when it becomes feasible. As a workaround, users can run the Jira Automations rule while inserting canned responses using the Send web request option in CR’s automated actions.

Why don’t I see Canned Responses on some of my screens?

By default, CR appears on the issue view screen only. Installing the browser extension allows you to have CR on the Transition screen, Creste issue, and JSM Queues view.

If you can’t see Canned Responses Pro on these screens, refer to these steps:

Global Settings: Ensure the Canned Responses Pro app is enabled for the project you're working on. Go to App settings > Global Settings. This requires global admin permissions.
Permissions: You might lack the necessary permissions to use the app in the project. Refer to your administrator for access.
My Atlassian Access: Project-level app restrictions might be blocking the app. Check Jira documentation for details on My Atlassian Access Rule Policy.