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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 issues(tick)(tick)
JIRA Software issues(tick)(error)
JIRA Core issues(tick)(error)
JIRA Cloud(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 but no preview
is available

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