Canned responses can be used for creating responses that are commonly used for tickets. They can be used in both descriptions and comments in Jira. Canned responses can be personal or available to a group of users.
In addition to the 3rd party plugin described below, Atlassian has introduced a native feature with limited functionality. This native feature can be accessed from within the comment box on any ticket. Agents can use whichever version they prefer, however the plugin described below offers additional functionality and sharing options.
Creating Canned Responses in Jira
Login to Jira and navigate to Projects>ITS Service Desk.
In the lefthand menu, click Canned Responses section.
Click on Create Template in the top right
Give the template a name.
The visibility scope allows you to control who will see the template.
If you would like this Response to be private to you, choose Personal.
If it’s a template that you would like to share with other members of your team, you can do so by choosing Group.
Example - If I am part of the Technology Support Group, and I want to share this template with other members of the group, I would choose “JSD-its-technology support center” as the group to share it with.
Check the boxes for where you would like your template to appear while you are working on a ticket.
Issue Comments - The template will be available when adding an internal note, replying to a customer (in Jira Service Management), or leaving a comment (in Jira Software).
Issue Description - The template will be available when adding a description in the issue view.
Response Content - This is where you enter the text you’d like to use for your canned response. You can also use dynamic variables that will populate based on info in the ticket.
Example - Issue Key will enter the ticket number.
Automated Actions - This allows you to apply actions to the ticket such as setting it to “Pending Customer” or “Resolved”
Click on Save to finalize your Response. You may begin using the canned response.
Browser Extension
Because this is not something developed by Atlassian and a 3rd party plugin, there are limitations to what they can control. To combat this, you can install a browser extension that will eliminate the second box for input.
Visit https://appfire.atlassian.net/wiki/spaces/CR/pages/131334610/Browser+Extension to learn more about the extension and install it for the browser of your choice.
Using Canned Responses
When working in a ticket, you will see the canned response field above the comment field.
These do not show until the ticket is created (not during ticket creation).
To use a canned response, simply choose the template from the dropdown.
This will bring the template into the text box where you can hit save to send it to the customer, or if you have internal note selected, will make an internal comment.
If there are automations associated with your Response, they will run at this time.