Comment templates similar to Salesforce Solutions?

[Ada Skillings]

Is there a way to make Jira autofill a comment, but allow the Jira user to edit it before it is sent to a customer? This would be similar to Solutions in Salesforce.

I have a group of message templates that are used under specific circumstances, but sometimes an agent may need to combine multiple or may need to fill in a blank with something that's not easily replaced with a smart variable, so just having them do something like select a label and having an automation that runs to leave a reply to the customer won't work. Is there a way to save these templates in Jira and have them populate in the comments section but not automatically send to a customer?

(I'm not asking about the email templates like those that are used when a ticket is created, customer is invited, etc)

[Melo · Accepted solution]

Hi @Ada Skillings,

I think in your case you will need something like "canned responses"

Have tried this app Canned Responses Pro Templates for Jira?

Cheers,

Melo

[Ada Skillings]

That looks like it'll do it, thank you!