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 Pro||Service Desk built-in canned responses|
|JIRA Service Desk|
|Text Field (multi-line) custom field|
|Number of dynamic macros||23 + custom fields (see Supported macros)||7|
|Different contexts||Project, Personal or Global||Project only|
|Favorite templates||Cloud only|
|Group templates sharing||Cloud only|
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|Template usage counter|
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