2.6 Create Pre-Written Responses

The Support System also supports pre-written responses, saving your techs from manually typing out the same responses, over and over. You can create all wanted pre-written responses through the Setup->Pre-Written Responses menu. If wanted, you can assign a department to each response. By doing this, only support techs assigned to that department will be able to see / use the response. The message name is the name the support techs will see, when adding a response, and the message contents is what will be added as a reply to the support request.