Replies & macros

The answers you type most often, written once, with placeholders that fill in from the ticket when you use one.

When you would use this: replying to the same kind of question repeatedly, or wanting a single click to both answer AND move a ticket along.

A canned reply: a name, a category, and a body with placeholders (the customer's name, the ticket number, and the rest of the set this screen lists) that fill in automatically when picked from a ticket's composer.

Turning one into a macro: give it a status to set, a priority, tags to add, or self-assignment, and using it does all of that in the same step as posting the text — the composer shows a short "Also: …" summary of what else it will do before you send it.

Organising: group replies into categories, and optionally restrict one to a department, so a Billing macro does not clutter the picker on a Technical ticket.

When it refuses: reading and using replies needs the settings-reading permission (in practice, every ticket-replying role); creating or editing one needs the settings-writing permission.