Canned Responses
You can create your own canned responses in the Help Desk module to interact with your customers. For commonly asked queries, you can set predefined responses. These responses can be configured in the Canned Responses option under the Configuration menu.
As you can see in the image above, the window will show already created canned responses with the details of Shortcut and Substitution. You can create a new one simply by clicking on the Create button. The created canned responses can be used in a chat by typing “:'' in the chatbox.