Canned Responses are predefined reply templates which can be used to quickly send out replies to tickets. You can create them beforehand and use them to insert it into your replies at new emails, into templates, and into any of the responses you send out. These Canned responses are for the description of the email, can be short or long alike.

When creating a new canned response, make sure that you follow the naming of the responses as: Name of the canned response should always be : What it is for - REGION - Group/Customer Visibility for the canned response to be restricted to either to creator or to group it is created for. Never leave a template visible for everyone.

Use the folders accordingly what response you are creating. Eg. Personal for the personal canned responses, general for general ones - not specific to customer. And you may create a folder also for specific customers or groups.