I am wondering if there is a way to create a list of master answers that can be selected (one or more of them) to be applied to a ticket comment or resolution.
For example, when a customer requests a printer, there are a number of questions that need to be answered. Instead of having to type in the questions, I was hoping to be able to select from a list of precreated responses, have that applied to the comment field and send it back to the customer.
Other tickets are related to specialty supplies that are stocked centrally. When the ticket is submitted for these supplies, I would like to select from the precreated list, "you order has been prepared and will ship ......."
Currently I have a word document with this information for myself to use but this is not accessible to the other users. If the list was created in the service desk system then we could share.