Canned responses are predefined responses to the common queries of the customers. These responses can be different for different organizations and they are configurable from the Admin Console.
To use this option, following are the steps:
1.Click on Canned Response 
icon and Email Canned Response window appears as below:
Email Canned Responses
2.Enter keyword in the text box and click Search link to search a specific canned response or select responses from the given categories. The message of the selected canned response is displayed in the Message box. This is as shown below-
3.The responses are organized as per the categories and each category has sub-options to select.
4.The Message box displays the selected canned response. An operator can add the selected response to the ticket by clicking on 
button or can click 
button to cancel the process and return back to the editor window.