ReplyCraft gives your JSM agents ready-made reply templates that auto-fill ticket details. Admins control what goes out. Agents stop retyping the same thing. Everyone wins.
14-day free trial. No credit card required. One-time purchase — not a subscription.
The problem
Every agent writes differently. Tone, accuracy, and formatting change from shift to shift. Customers notice.
Your team retypes the same responses over and over. Or digs through old tickets to find the right wording. Neither is a good use of their time.
Admins can't see or control what agents send. There's no way to approve, standardise, or improve replies across the team.
How it works
Pick a template. Post it. Ticket details fill in automatically. Your agent is already on the next ticket.
From their personal library, project templates created by admins, or templates shared by colleagues.
Reporter name, ticket summary, custom fields — all resolved from the actual ticket at post time. No copy-pasting.
As a customer-visible reply or an internal note. One click to toggle. The reply goes straight into JSM.
Features
Templates include placeholders like {{reporter.displayName}} and {{summary}} that auto-fill with real Jira data. Works with system fields and custom fields.
Admins create project templates that agents can use but can't edit or delete. Agents can suggest new templates — admins approve or reject.
Agents build their own library of go-to replies. Fast access to the templates they use most. Pin favourites to the top.
Agents share templates with colleagues. Recipients choose whether to accept. Knowledge spreads naturally through the team.
One click to toggle between customer-visible reply and internal note. Follows native JSM behaviour. No surprises.
Built entirely on Atlassian Forge. No external data transfer. No background processing. Your data stays in your Jira instance.
Return on investment
Based on a service desk handling 500 tickets a month, saving 30 seconds per reply.
Governance
ReplyCraft isn't just about speed. It's a quality control system for your support replies.
Pricing
No subscriptions. No per-agent fees. One payment, permanent licence, all future updates included.
Under 1,000 tickets/month
1,000+ tickets/month
Native canned responses don't have admin governance, dynamic field variables, or an approval workflow. ReplyCraft adds smart fields that auto-fill ticket details, a clear approval process for new templates, and admin control over what's available to agents.
No. ReplyCraft is built entirely on Atlassian Forge. All data stays within your Jira instance. There's no external data transfer and no background processing. Safe for regulated environments.
No. ReplyCraft is a template management and quality control system. There's no AI, no content generation, and no automation. Your team stays in control of every reply.
About 30 minutes. We offer free managed installation — we'll set it up on your Jira instance and walk your team through how it works.
All system fields and custom fields. Use the format {{field:summary}} for system fields or {{field:customfield_12345}} for custom fields. You can access nested properties too, like {{field:reporter.displayName}}.
Yes. Every licence starts with a 14-day free trial. No credit card needed. If it's not right for your team, you don't pay anything.
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