---
title: "Bulk Replies in JSM Queues (Cloud)"
canonical: "https://support.appfire.com/space/CT/147915137/Bulk%20Replies%20in%20JSM%20Queues%20(Cloud)"
format: markdown
---
<span style="color: #333333">At some point, you may need to comment on multiple support requests at the same time. In Jira Service Management, customer requests are organized into</span><span style="color: #172b4d"> </span>[<span style="color: #172b4d">queues</span>](https://support.atlassian.com/jira-service-management-cloud/docs/triage-customer-requests-for-your-agents-with-queues/)<span style="color: #172b4d"> </span><span style="color: #333333">and </span><span style="color: #333333">you can link, comment, assign, or transition multiple requests using bulk actions.</span>

> ℹ️ <span style="color: #333333">In combination with our</span> [browser extension](https://appfire.atlassian.net/wiki/spaces/CT/pages/147915100)<span style="color: #333333">, Canned Responses allows you to comment on many requests at once using your predefined templates.</span>


<span style="color: #333333">To </span>**<span style="color: #333333">add internal comments</span>**<span style="color: #333333"> or </span>**<span style="color: #333333">reply to customers</span>**<span style="color: #333333"> on multiple requests:</span>

1. <span style="color: #333333">From your </span><span style="color: #333333">service project</span><span style="color: #333333">, go to a queue that shows all the requests you’d like to comment on.</span>
2. <span style="color: #333333">Click the box beside each request you’d like to comment on.</span>  
  
> Macro (inline-media-image)
3. <span style="color: #333333">Click </span>**<span style="color: #333333">Comment</span>**<span style="color: #333333"> in the action bar.</span>
4. <span style="color: #333333">Click </span>**<span style="color: #333333">Insert template</span>**<span style="color: #333333"> to open a dropdown and search your template or select your favorite one from the</span><span style="color: #333333"> </span>[<span style="color: #333333">quick toolbar</span>](https://appfire.atlassian.net/wiki/spaces/CT/pages/147915172)<span style="color: #333333">.</span>  
  
> Macro (inline-media-image)
5. <span style="color: #333333">Click </span>**<span style="color: #333333">Comment</span>**<span style="color: #333333"> to post your comment to the requests.</span>

<span style="color: #333333">You can also use the Canned Responses app to perform bulk </span>**<span style="color: #333333">Transition</span>**<span style="color: #333333"> action on Jira Service Management queues.</span>

> ⚠️ <span style="color: #333333">Please note there are limitations due to Jira restrictions:</span>
> ⚠️ 
> ⚠️ - [Automated Actions](https://appfire.atlassian.net/wiki/spaces/CT/pages/147914874) <span style="color: #333333">added to the template cannot be run while inserting templates this way</span>
> ⚠️ - <span style="color: #333333">Only the following</span> [Dynamic Variables](https://appfire.atlassian.net/wiki/spaces/CT/pages/147914837) <span style="color: #333333">are supported in this view: </span>*<span style="color: #333333">$currentUserName$, $currentUserAccountId$, $currentUserFirstName$, $time$,$timezoneName$, $timeUTCOffset$, $date$ </span>*
> ⚠️ - <span style="color: #333333">Only plain text can be added to the comments and attachments cannot be added to multiple requests this way</span>
> ⚠️ - <span style="color: #333333">You must use the Canned Responses extension for</span><span style="color: #333333"> </span>[<span style="color: #172b4d">Chrome</span>](https://chrome.google.com/webstore/detail/canned-responses-for-jira/abiklfpogpkkcelofcplnokkehjgmchc?hl=en&authuser=2)**<span style="color: #172b4d">,</span>**<span style="color: #333333"> </span>[<span style="color: #172b4d">Edge</span>](https://microsoftedge.microsoft.com/addons/detail/canned-responses-for-jira/aaihcmfhjhpblfehcjfgadlcaokkaomd)**<span style="color: #172b4d"> </span>**<span style="color: #333333">and</span>**<span style="color: #172b4d"> </span>**[<span style="color: #172b4d">Firefox</span>](https://addons.mozilla.org/en-US/firefox/addon/canned-responses-for-jira/)<span style="color: #333333"> </span><span style="color: #333333">browsers</span><span style="color: #172b4d">.</span>