Insert a canned response in a reply

1. Open the ticket and click in the Reply box.
2. Type / to open your canned responses. You can also click the speech-bubble button in the composer toolbar.
3. Pick a response, or keep typing to search by name or shortcut.
4. The reply is filled in, with placeholders such as the customer's name already replaced. Edit the text if you need to.
5. Click Send Reply, or press Cmd+Enter (Ctrl+Enter on Windows).

Once there's text in the reply box, the Rewrite buttons can make it Shorter, Friendlier or More formal.