Canned response

Go to Canned response menu  and add canned response - 

Canned responses are predetermined responses to common questions. which increases the efficiency of a support agent while solving customer queries. you can create as many as you like based on your requirement.

there are various available tags which can be used to create canned response for common questions. you can add canned response to be used by admin only as well by mark check in the checkbox for particular canned response.