Using Canned responses

Owned by William Johnson
Last updated: Jan 17, 2023
5 min read

This article will help you with using Canned responses in Jira Service Management (desk) projects.

This process is only available for Jira Service Management (desk) projects. Canned responses are not available in Jira Software projects.

Using Canned response in an issue

STOP. It is highly recommended that you install and use the Jira Canned responses extension for Chrome/Edge.

Q. Why is is so important to download and use this extension?

A. Canned responses are a vital component of our TSD process as a department. They are used to escalate tickets and to use a common standard communication style to our customers. Jira Cloud does not have canned responses built into their application, so in order to have these features, we purchased the same Canned responses application we used in the server instance of Jira. Jump to the Downloading the Extension section below.

 

Q. So why is it so different between cloud and server?

Jira Cloud has a much different way of handling third-party applications. Canned responses by default (without the extension) are in a separate section on the ticket. If you do not have the extension installed and active, then you will only be able to use a canned response in the one section. You will not be able to use canned responses when changing statuses i.e., Escalating, Waiting for customer, etc…

It will allow you to search and use templates directly in native Jira text fields.

Without browser extension

With browser extension

Without browser extension

With browser extension

Canned Responses are located in a separate editor box, above Activity section.

 

Canned Responses are located directly in the native Jira comment box.

 

If you wanted to use a canned response, you would have to use the canned response and then also leave another comment for the customer. This will cause multiple comments that may confuse the customer and the workflow will be disjointed because adding a canned response does not change the status.

Q. What if i do not have access to the extension?

A. The steps below will show you how to add a canned response when you are on a device which does not have the extension installed.

Step-by-step

  1. Open any issue.

  2. In the section, Canned responses you may Insert a template, Add internal note, Reply to customer, or add a description to the issue.

  3. There are some created templates, you can search through and use. If you do not have a template and want to create one you may do so by clicking the Create button.

  4. If you just want to type in your own comment, you may do so, however, you would have to know the syntax language to use any of the features, so if you want to use canned responses, it is recommended you look for one already built, or create a new one.

Downloading the extension

  1. Please go to Canned Responses for Jira - Chrome Web Store (google.com).

  2. This step only works for Chrome/Edge browsers

    1. Chrome - Click on the Add to Chrome button and then click Add Extension to verify.

    2. Edge - Click on the Allow extensions from other stores, then the Add to Chrome button appears. Click it and then Add Extension to verify.

  3. Return to Jira and login.

  4. Go to any issue in TSD, and you will see that the Canned response section has been removed.

  5. Canned responses are now available on any comment screen in TSD.

     

     

Creating a template

Personal templates can be created using the visibility scope drop down and can be created by any member at anytime. Project, group and global scopes can only be created by project liaisons and Jira administrators. If you have a great idea for a (project) wide canned response, please communicate this to your direct supervisor and a request will be submitted to have the canned response added to the list of templates to choose from.

For personal templates follow the information below on creating them. Canned responses is an application from Spartez Software and they have a series of amazing technical guides located here.

  • Nest templates in folders using double colons ::

    • For example, to put "Deleting account" template in "Accounts" folder, name the template "Accounts::Deleting account" – it will be nested accordingly.

  • Use the star button to favorite a template for one-click access

  • Select Personal, from the visibility scope drop-down list.

  • Add text, URLs, tables and more to the Response content section.

  • Add macros to your canned response. Macros are keywords which are dynamically replaced with data. See a full list of supported macros here.

  • You can even trigger some actions in Jura. see a full list here.

Now you are ready to insert a template by clicking the Insert template button and selecting from the available templates.

  1. Go to any comment text box on a ticket or screen.

  2. Click on insert template drop-down and select the template from the list.

  3. click the Send/save/escalate button on the issue to send the comment.

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