Predefined replies are set of answers to commonly asked questions. The advantage of this feature is if you set it up in advance, when you answer a ticket you don’t have to compose the same answer over and over again. You can just select the title from a dropdown list and the system will automatically inject the answer to your comment section.
To set up Predefined Replies please navigate to Settings > Support > Predefined Replies
Inserting Predefined Replies in Ticket
Simply choose a relevant title from the Insert predefined reply dropdown list and the system will automatically inject the answer to your comment section.