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In Atlassian Service Desk 3.7 Atlassian introduced canned responses functionality. See the release notes. Note, that as I write this, this functionality is available on JIRA Server only.

What are the differences between Jira Service Desk built-in canned responses and Canned Responses Pro?

To make your decision simpler, here are the most notable differences between the two:


Canned Responses ProService Desk built-in canned responses
JIRA Service Desk(tick)(tick)
JIRA Software(tick)(error)
JIRA Core(tick)(error)
JIRA Cloud(tick)(error)
Description field(tick)(error)
Text Field (multi-line) custom field(tick)(error)
Number of dynamic macros(plus) 23 + custom fields (see Supported macros)(minus) 7
Different contexts(plus) Project, Personal or Global(minus) Project only
Favorite templates(plus) Cloud only(minus)
Group templates sharing(plus) Cloud only(minus)
WYSIWYG editor

(minus) Markdown is supported without preview

(tick)
Template usage counter(error)(tick)
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