Creating a Public Canned Text Response
Public Canned Text Responses can only be created by users who have administration rights. This enables non administrators to use the canned text but not be able to make edits to it.
To create a public canned text response choose Administration - Help Desk - Canned Text
Enter the text that will be used for the response, enter text for the description, choose a filter if required and press Add.
Filters control which canned text responses are available for certain tickets - By choosing a filter you must select from the list of Event Types when this canned text response can be used.
The following example shows the "Chromebook fixed" canned text can will only be available in tickets that relate to a Chromebook event