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JIRA Service Desk: Can our agents use canned responses?

Hello! :-)

We are evaluating JIRA Service Desk and plan to use it as Self-Hosting (Server). We are going through the documentation and have some questions.

Is it possible to add / manage / translate canned responses that our agents can use to reply to our customers?

Any help would be really appreciated. Thank you. :-)

3 answers

1 accepted

3 votes
Answer accepted

Hey Susi - did you mean This is quite a cool add-on for JIRA/JIRA Service Desk which might be helpful for you.



Thank you very much for the information. :-)

hi Christoph, will this add-on work for auto responses to a customer to include the issue key?

Hello Etienne,

Disclaimer: I'm developer behind the mentioned add-on.

I think our plugin should work for you, but could you elaborate a bit what are you trying to achieve? How are you going to setup the auto-responses? Our add-on does allow to hook into Service Desk Automation feature, or as a Post Workflow Function in plain Jira. I imagine in both places we could reference issue key via a macro from this list:

Though, your particular use-case may (or may not) impose limits on our tool to retrieve the issue key from the context.

Please tell me if that was helpful to you.


Good day @Piotr Stefaniak ,


Please follow the link to find more info on the achievement i'd like to reach.
I hope you'll find the information to what you inquire.


Kind regards,


Hello Etienne,

I think our add-on could handle your case. Let me show you screenshots from my dev instance:

Screenshot at 2019-05-31 16-10-39.png

While I didn't have SLA properly set up on my Jira instance, I've used another trigger ("on resolution change") to simulate what would happen:

Screenshot at 2019-05-31 16-12-30.png

So yes, I think this covers the use-case you have described. You can give a try to our add-on (after all, evalution is for free), and should you have any problems with setting it up, please ping me or - we will help you.


thank you @Piotr Stefaniak

ill give it a shot and get into comms with you.


kind regards.


Like Piotr Stefaniak likes this

Hi Felipe,

is this feature also available in JIRA (without SD)?

If not, is this planned/possible?



Felipe Atlassian Team Sep 07, 2017

Hey, Thomas! The feature is only available on Service Desk, it is tied to the "agent" role which is exclusive to SD ;-)

Thanks Felipe, not quite the answer I was hoping for ;)

Any plans to add this to normal JIRA? We have 10.000 users and cannot simply add SD ;)

Hi @Thomas Stock, Canned Responses addon (by Spartez) developer here. Sorry for late answer.

Built-in Jira Service Desk canned responses are part of Service Desk application and I haven't heard of anything that would indicate that Atlassian would add them to non-Service Desk projects.

Our add-on works without any issues without a need of having Service Desk so you might give it a try.


Thanks, I will have a look!

You're welcome :)

I know this is an old post, but I'm wondering why in your blog posts you don't include the "how to" links? 

@Felipe you pointed to but it doesn't show how to set this up or where to go to learn how. The update notes just say what was fixed/added. This is the second blog that just announces a feature without directing where to go from there. Can you point me in the correct direction for the how-to?

Like Alexander_Cohen likes this

We just bought the Plugin mentioned by Christoph.

Are there any Information about the difference between the plugin and the "builtin" canned responses in 3.8 ?

Hi @Jürgen Scholtes, thanks for asking. I've just prepared a page containing a short comparison of the two.

Just ping me at damian.skrodzki at if you have any questions.

P.S. I'm the developer behind Canned Responses at Spartez.


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