Canned Response Administration

[Gor Greyan]

Hi, Dear Community!

We have "Canned Response" in the comment section in Jira. Now, for one of my employees, the section has disappeared. I couldn't find the plugin or anything else; where does it come from?

Could someone hint, is it a plugin or something else?

[Matteo Vecchiato]

Hi @Gor Greyan ,

The canned responses is natively available in the Data Center versions.

The feature is available only for agents, I guess it is probably related to permissions or agent license; have you checked if those users have the agent roles and permission to edit the issue/work item?

Regards

[Utkarsh Agarwal]

Hi @Gor Greyan 

Welcome to the community!

The "Canned Response" feature in Jira Service Management (JSM) is only available to users with an agent license. If a user can’t see this option, it’s likely they don’t have a JSM agent license or the correct permissions. Double-check that the affected user is assigned to the JSM agent group (like jira-servicedesk-users). This feature isn’t available for Jira Software/Core only users or portal customers.

Hope this helps!

Kind Regards
Utkarsh