Bulk Replies in JSM Queues

Owned by Derya Özdemir
Last updated: Feb 02, 2023
2 min read

This page is about Canned Responses Pro Templates for Jira Cloud. Using Server or Data Center? Click here.

At some point, you may need to comment on multiple support requests at the same time. In Jira Service Management, customer requests are organized into queues, and you can link, comment, assign, or transition multiple requests using bulk actions.

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:

  1. From your service project, go to a queue that shows all the requests you’d like to comment on.

  2. Click the box beside each request you’d like to comment on.

  3. Click Comment in the action bar.

  4. Click Insert template to open a dropdown and search your template or select your favorite one from the quick toolbar.

  5. 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.