FAQ

Most simply: to streamline your workflows and spend less time retyping common answers. With Simple Response Templates, it's much easier to create templates of repeatable steps, or repeat answers, and simply insert them again and again where needed.

We use it for things like bug reports, common answers for support tickets, and so forth.

Once installed, the app adds a new area to issues that lives right above the comments area. It contains a separate comments box with editor that allows easily inserting a template.

No, and for the foreseeable future that is unlikely to change.

Unfortuntately, that's the way Atlassian handles all licensing.

Regardless of how many users need an app, you end up having to pay for all users in your Jira Cloud instance. This behavior is enforced on the Atlassian side, and outside of our control.

Of course!

We are always looking for ways to improve our apps, and the best way to do that is with your input.

Don't hesitate to email us at support@tss.io, and let us know about it.

Not at all. Simple Response Templates uses the same editor Jira Cloud uses. Authoring Response Templates is pretty much the same as writing a description and comment for a Jira Issue, except that our version of the editor also support variables, and type-ahead search for issue keys.

At the moment: no.

It is something we are exploring and absolutely want to support, but there are some technical hurdles we need to overcome.

More specifically, a file needs to be attached to an issue before it can be referenced. This makes things tricky, since we need to store the file, insert some kind of marker in a template where the file should be referenced, and then upload the file to an issue before we can insert the template. Depending on the size of the file, that could introduce quite a delay. Plus the additional storage and bandwidth cost.

We're exploring ways around these limitations, and hope to have a viable solution in the near future.

At the moment: no. For pretty much the same reason we don't support attachments (see above question regarding attachments.).

Nope. Once a Template is deleted it is gone forever.

Not much, except recreate it yourself. At this time, we don't keep previous versions of templates stored anywhere. Thus, whenever you save a template, any old content is gone.

Global Templates are accessible by all users.

Project specific Templates can only be seen/used by users with acces to the projects those templates belong to.

Personal templates are tied to the user that created it, and can only be seen/used by that user, and no one else. Not even Jira admins.

Yes!

Any user can create Personal templates which are tied to that user only, and no one else can see/use them. Not even Jira admins.

Yes!

Templates can be scoped to specific Projects, in which case only users with access to those projects can see/use those templates.

At the moment: no.

Atlassian doesn't yet provide any extension points for the Jira Cloud Automation framework. Once Atlassian gives us the ability to integrate with Jira Automation rules, we will make it available.

At the moment, your only way is to use labels to tag Templates, and then filter by labels.

We understand that's not ideal, so we're working on a better way to organize templates in the near future.

Yes!

You have the choice of either disabling the app for specific projects, or doing the reverse: disabling it for all projects and then only enabling it for specific projects. Ultimately flexibility.

Not yet. It's something we are actively working on.

Not yet. It's something we are actively working on.

No. Templates cannot be nested when creating them. When inserting a template, users are presented with a rich text editor, similar to the one used for Jira comments. This editor allows inserting multiple templates in succession, thus you can combine multiple templates when inserting them.

No!

When a template is inserted, we basically copy the content of the template into the comment/field. After that, no reference to the original template where the content came from is retained. Thus, changing a template does not change any issue where you used the template.

Nope. Have as many as you want.

Service Desk Agents can use templates for both private and shared comments, but Service Desk customers cannot use reponse templates when commenting on a ticket.

Not yet, but that's coming very soon.

You can install the app directly from your Jira Cloud instance by visiting the "Apps" page, and searching for "Simple Responses" in the "Find new Apps" screen.

Once installed, you're immediately ready to go, and can create new Templates without any other extra configuration or changes needed to Jira.

Atlassian provides customers with a Sandbox Jira Cloud instance. You can install the app there for testing purposes.

Additionally, you could sign up for a new Jira Cloud evaluation, and install it there as well to test out things.

Jira Cloud apps are typically upgraded automatically by Atlassian whenever we make a release in the marketplace.

The exception to that is If we require additional permissions from you. In that case, you have to manually upgrade from the "Manage Apps" screen, by clicking the upgrade button, as this grants us the additional permissions we request.

You can either uninstall the app from the "Manage Apps" screen, and then reinstall from the Atlassian Marketplace.

Uninstalling the app keeps your Templates in tact, until your subscription expires. Thus, if you reinstall the app after uninstalling it, your data will come right back.

When you uninstall we hold on to your data until your subscription expires.

Once your subscription (or evaluation) is marked as expired or cancelled, we delete your data within 7 days

Templates are stored in our infrastructure, outside of Jira Cloud, since Atlassian doesn't provide any storage for apps like ours.

We encrypt all data at rest, and backup our data daily.

Currently there is no way for you to backup your templates. We are working on a way to export your templates, so you can do this easily. In the meantime, we run backups daily, so you don't have to worry about this.