You can manage your Canned Responses by navigating to: Admin > Tickets > Canned Responses. Once there you'll see a list of your existing Canned Responses like so:
You can add new Canned Responses by clicking on the green "New Canned Response" button in the top right.
To modify a field like the 'Title' or 'Body' field, just click on it once to free it up for editing. Then you can click "Save" when you're done to save the text in that field.
You can access your Canned Responses right from a ticket for easy retrieval and usage. Just navigate to a Ticket and scroll down to the New Ticket Comment box to get to the "Canned Responses" button shown here:
You can also access your Canned Responses from the New Ticket Creation screen. Just create a new ticket and you'll see the blue icon next to the "Complete Issue Description" field:
When you click these buttons, you'll get a pop-up box that displays all of your current Canned Responses that you have set up:
You can click the "Insert" button next to each response to add it to the New Ticket Comment box. Clicking this will only add the Canned Response to the New Ticket Comment box where you can modify it further, it will not automatically send that message to the customer.
You can click the "modify" link at the top to quickly access the Canned Responses Admin page where you can add/remove/edit all of your Canned Responses. You can also access this page via the Admin menu at: Admin > Tickets > Canned Responses.
Here are a few examples that you may find useful. You can use these as ready-to-go canned responses, or you can modify them to fit your needs:
Thank you for response. We'll proceed with the fix and let you know when it's ready to pick up.
Just following up on your diagnosis. The issue is ***. It will be $*** to repair. Shall we proceed with the fix?
Hey there - your computer is all set.