We're excited to announce an update to our templates designed to make your life easier and help you stay organized.

Now, you can create separate templates for both internal and public comments, ensuring that the right information is shared with the right audience.

Plus, we will automatically place the template in the correct tab, saving you time and preventing any accidental errors. This means you can focus on delivering exceptional customer service without worrying about security breaches.

Enjoy this new feature and let us know what you think!

Effortlessly create and save templates for the issue description field. Now they are available directly in the Create Issue view while using the free browser extension for Google Chrome, Firefox, and Edge.

Streamline your workflows, save time, and ensure consistency across your team. Perfect for recurring tasks, detailed bug reports, and more!

We're excited to bring you the latest features inspired by your valuable feedback!

Dynamic Mentioning

Now, besides the usual user mentions in the Canned Responses editor, you can dynamically mention anyone from the user picker field. Whether it's Reporter, Assignee, Approver, or others, you can ensure they will be tagged and informed about your request. This enhancement makes communication smoother and more efficient.

New Transition Experience

We're thrilled to see the upcoming new Issue Transition screen in Jira and Jira Service Management. Not only do we support the new screen, but we've also included your favorite, previously missing features. Canned Responses Pro now supports attachments and signatures for public replies in the new Transition view. You can easily add canned responses to your Transition and Queues views using our free browser extension for Google Chrome, Firefox, and Edge.

We hope you like these new features! Let us know what to build next to make your daily work routine easier and even more efficient.

Tired of the limitations of Jira Automation? So are we! That’s why we’re constantly enhancing our Automated Actions, allowing you to run them when publishing comments without any restrictions or admin permissions.

We've been thrilled to see the growing number of customers embracing this feature and wanting more. That's why we've dedicated time to supporting additional fields that you’ve requested. Now, you can enjoy even more flexibility with:

• Current User option available for all user-picker fields.
• Components field for your Jira tickets.
• Priority for the right time allocation.
• Request Participants to include the right stakeholders automatically.
• All custom User-Picker fields for comprehensive customization.

Don’t wait! Enhance your canned responses templates with the new fields today and experience automation without limits.

We have exciting news for Slack users. If you're using or considering managing Jira tickets directly within Slack, you'll appreciate our new integration with HelpDesk+ and Canned Responses Pro.

Many teams already use the HelpDesk+ app to transition, assign, and comment on tickets stored in Jira Service Management directly from Slack, which reduces the need for context switching. We have now added Canned Responses Pro to this toolkit. If your service team actively uses Slack for communication and you don't want to switch between Slack and Jira while managing tickets, you can now work even faster using your favorite response templates right within Slack.

Learn more about the integration here and share your feedback with us.

While we are working on improving the app in the backend and the new enhancements are not so eye-catching, we would like to remind you about our free and handy browser extension.

You will benefit from using the extension if you want to:

• embed canned responses directly into the Jira comments section without duplicating the panel in the ticket
• use canned responses on the Transition/Resolution screen in Jira Software and Jira Service Management
• use response templates in JSM queues

We support Google Chrome, Firefox, and Edge. Learn more here or feel free to contact us if you need more details.

Greetings valued users! We’re thrilled to announce a long-awaited feature: Attachments! Now, with just one click, you can enhance your responses and signatures by easily adding images, gifs, videos, PDFs, or any other files you prefer.

Create templates for comments and descriptions directly with attachments or add files on the issue view using the Canned Responses panel. By combining visuals with your canned responses, you can say more in fewer words, making your messages both efficient and informative.

Our dedicated support team is just a click away if you have any questions or need help.

Warm greetings to our valued users! We are delighted to unveil a highly anticipated enhancement: Dark mode support for Canned Responses. Whether you’re burning the midnight oil or simply prefer a darker look, this update will offer you a visually appealing environment that reduces eye strain. Once Dark mode enabled in your Jira settingss, Canned Responses will seamlessly switch to Dark mode, ensuring a consistent experience throughout the app.

We sincerely hope that you will enjoy this update. If you have any questions, feedback, or require assistance, our team is here to provide support. Stay tuned for more exciting features on the horizon, and happy responding!

Now you have even more control over your data with Data Residency support in Canned Responses Pro. We understand the importance of data privacy, and that’s why we want to ensure your peace of mind by keeping your data right where you want it.

You can choose to store your data in one of our three regions: USA, EU, or Germany. Alternatively, you can opt for Atlassian’s Global region, which handles the decision for you. Data Residency provides an additional layer of security and compliance, ensuring that your sensitive information stays protected and meets the requirements of your organization.

To avoid any potential confusion between the recently introduced native JSM canned responses and Canned Responses Pro, we now offer a setting that allows Global Admins to hide the built-in JSM canned responses menu in the editor (head over to Canned Responses > Settings > Global Settings). This option aims to reduce any potential misconfiguration and streamline your experience.

Curious about the advantages of Canned Responses Pro over the built-in JSM canned responses? We’ve put together a detailed comparison guide to help you explore the benefits.

We’re thrilled to bring you these updates. If you have any questions or feedback, please feel free to reach out to us. Our team is here to ensure you get the most out of our app.

You asked and we listened! We’re thrilled to announce not one, not two, but four great new features…

Use Canned Responses in Jira Service Management Queues

This feature is all about speed and productivity. You can now reply to multiple requests at once using your predefined templates and manage your tickets directly in Queues. With Canned Responses in the JSM Queue view, you save even more time as there’s no need to manually comment or switch between repetitive issues.

New supported fields in Automated Actions

We have added the most popular and requested fields to Automated Actions to give you more power and flexibility. You can now set up and automatically update the Resolution field and any single or multi-select custom fields in Jira while adding a comment or making transitions.

New and improved Smart Suggestions

We’ve made some changes to Smart Suggestions and also launched this feature on the browser extension version of Canned Responses. Based on your feedback, we’ve made this feature more intuitive and helpful with greater flexibility around inserting sentences and parts of templates.

Tag everybody everywhere

You can now mention users when you add comments without the browser extension or tag people directly in your templates. Small feature, huge value. Enjoy it.

Feel free to contact us to find out more about this update or share your experience.

We are listening to and taking your feedback very seriously. Meet the small changes that will make your experience much better.

• Macros have been renamed to Dynamic Variables with a new and improved functionality, which now sits directly in your editor for ease of use.
• The template creation process has been improved along with the Automated Actions user experience.
• The form to capture your valuable feedback has a new place in the lower left-hand corner of the template creation and editor screens. We welcome all feedback so don't forget to share your thoughts!

We're excited to introduce a new robust tool that helps you get things done faster!

Smart Suggestions allow you to quickly find and select the necessary template or commonly used phrases as you type.

Creating a new template and adding comments to your tickets has never been so quick and easy.

On Issue View screen, the feature is currently only available with the browser extension disabled, but we are working on compatibility. Stay tuned.

Have you tried it? We really appreciate your feedback to make sure we're building the right product for you!

The Canned Responses Pro for Jira team strives to provide you with the best product experience. We’d love to get feedback on your personal experience with the app! Would you be willing to take a really quick survey and share your thoughts?

Take the survey

Want to politely remind your customer about giving feedback? Or nudge your colleague about a code review?

It couldn't be simpler with the new "Scheduled comments" feature! No more elaborate automations or sticky notes.

Just schedule a public comment or internal note to be sent at any time in the future and forget about it.

Oh, and don't worry, the comment will not be sent if a new comment has been added to the issue or the issue’s status has changed. :)

It is Appfire's position that we proudly stand with our Ukrainian teammates, their families, and all of Ukraine against Vladimir Putin and the Russian military and government. We condemn the military and political actions of Russia against Ukraine, and we will not support a Russian military or political presence in Ukraine.

Appfire has served the greater Atlassian community for sixteen years and, like many of you, we have customers and employees all over the world. Right now, we have team members leaving their homes in Ukraine, some of whom are staying with Appfire colleagues who have opened their hearts and homes in Bulgaria and Poland due to the unjust and illegal acts of war taking place in Ukraine.

To that end, consistent with our values and with US sanctions, we will no longer sell our technology or provide support services to Russia, Belarus, or any other entity that supports the invasion of Ukraine.

The ordinary citizens of Russia are not to blame for this war, and we will continue to support our Appfire employees and family members in Russia.

Appfire is actively focused on helping our people in the region. We are providing alternate communication channels, offering financial assistance to team members and their families, adjusting compensation to account for local cost of living for relocated team members, providing dedicated channels for resource sharing and support, and making sure everyone can take as much paid time off as they need during this time. We are also working with our partners at Pledge 1% and have team members mobilizing independently to raise funds for Ukraine.

We are not alone in our grief, expression of outrage, and desire to take a stand. We encourage Atlassian and all our friends in the ecosystem and technology community to join us by taking similar actions in support of the Ukrainian people.

I stand in solidarity with the people of Ukraine and hope for peace and justice in Ukraine as soon as possible.

– Randall Ward, CEO and Co-Founder, Appfire

The original statement can be found here.

We've updated the visibility scopes on templates.

All users now have either admin or read-only access to all templates within an instance, including the personal templates of other users which are now visible to all on the Insights page and also in exported files.

This update will allow teams to easily compare, standardize, and optimize their processes.

Head to our documentation to find out more about this update.

In addition to textual content, your templates can now include sequences of actions to be run whenever template is used.

This includes:

• Transitioning issues (e.g. to Resolved)
• Changing values of fields (e.g. Assignee)
• Sending web requests (e.g. triggering Jira Automation and integrating with other systems like Slack)

This allow you to create comprehensive, holistic reactions, rather than just mere text replies.

Learn more and see examples

We keep working on stats and reports. With filter you can drill down the data to understand how the templates are used across your teams.

You can refine:

• which templates are displayed on the list
• what type of usage is counted in the stats

And since templates can be used for specific customer use cases – this allow you to get more understanding of which of them are most frequent and where to focus.

Learn more

You can now track usage of your and your team's templates!

This way, you can:

• See which templates are used most often and are most popular among your team — to know what works best
• See the least used, potentially abandoned templates — to clean up
• Analyze in which issues particular templates were used — to see the full context of the communication
• Discover effective personal templates used by your team — to popularize best practices
• Analyze detailed history log for templates — to audit the changes and usage
• ...and more!

Learn more

We're looking for ideas!

Would you like to see more stats and insights about your templates? More granulated data? Dedicated reports?

Please let us know!

You can use Canned Responses to insert templates in official Jira Mobile and Jira Cloud for Mac apps for iPhone / iPad — get them in App Store!

Templates on mobile are accessible through Issue screens.
Look for the "Insert template" button under the "Canned Responses" label.

Learn more

You can star your most frequently used templates to add them to your quick toolbar.

It will allow you to insert them in issues with just one click!

Starring is individual – only a person who starred a given template will see it in their quick toolbar.

Try it out and start saving time!

Sharing templates between projects

When creating or editing a template, you can now add multiple projects to its Visibility scope.

This is to make project coordination easier – for common requests, teams can just use a common template.

And in case you are wondering – yes, sharing signature templates between projects works the same way!

Customizable Personal, Project, and Global signatures

You can now create and manage auto-populating signatures.

We've made it flexible so that you can:

• share one global template for all users in all projects or
• define per-project signatures – for all users within a project or
• use your personal template – only for yourself or
• restrict signatures to "Replies to customer" in Jira Service Management projects only

Learn more about signatures in the documentation.

We plan to develop Signatures even more – we are open to your suggestions!

Central app page for Canned Responses

We have moved the templates list and all the settings from the previous modal to the dedicated page. You will find it close at hand in the project sidebar.

The full-page experience should let you browse your templates and all related Canned Responses more conveniently.

From now on, you and all of your team members can use Description templates.

Although we recommend using our official browser extension (for Chrome, Edge, or Firefox), it is also possible to insert Description templates directly from the Canned Responses panel in Issue View without installing the browser extension.

The Description tab will open by default whenever you select and insert the description template.
The Description's current contents (if any) will be automatically fetched to the editor, so you can instantly insert any templates into it.

Let us know what you would like to be added or changed in Canned Responses!

Are there any other Jira fields that you would like to have templates for?
If so, please take a quick survey (4 questions, 2 minutes).

Templates, templates everywhere

You can now create bug reports, user stories, and any issue description as conveniently as you have been using comments templates.

Please note that we recommend using our official browser extension – for Chrome, Edge, and Firefox. It allows better Jira integration. Please install it if you haven't already!

This enhancement should come in handy for various communication needs of Support/Help desk personnel, Product/Project Managers, Business Analysts, Designers, and others for managing customer or stakeholder expectations, gathering feedback, ensuring consistency, compliance, and more.

How to create a Description template?

Just create a template as usual by clicking the "+" button but select "Issue description" in the "Target fields" section.

"Target fields" let you decide where the template should be suggested. For example, it will not appear in the "Insert template..." dropdown for new comments when you leave "Comments" unselected. This is to show templates only where they belong and prevent mess.

Let us know what you think

Are there any other Jira fields that you would like to have templates for?

If you have any comments or ideas, please let us know by taking this quick survey (4 questions, 2 minutes).

Fewer clicks, less time

We have improved the interaction of inserting templates to keep dropdown, and your favorite templates are always visible on top of the comment box. This way – you have them constantly under your fingertips, ready to use. It can save you a click with each comment.

For real ninja mode, try using templates as building blocks for your comments – create different openings, greetings, instructions sets, endings, etc. When you make them your favorites by starring them – they will be available for your comments with literally one click from the toolbar.

This interaction is currently available only for non-extension users. We are planning to add this feature to the extension soon.

What can make your work easier?

We would love to hear your ideas on how we can improve Canned Responses so it works best for you – let's get in touch!