I believe what you are looking for is more like the Text Modules as mentioned in the link below. <br><br><a href="http://www.cape-it.de/news-en/items/kix4otrs-feature-of-the-month-text-modules-and-ticket-templates.html">http://www.cape-it.de/news-en/items/kix4otrs-feature-of-the-month-text-modules-and-ticket-templates.html</a><br>

<br>This is a great Addon developed by Cape-it.<br><br>Regards<br><br><div class="gmail_quote">On Tue, Sep 11, 2012 at 8:57 AM, Jean BROW <span dir="ltr">&lt;<a href="mailto:everydaywow@gmail.com" target="_blank">everydaywow@gmail.com</a>&gt;</span> wrote:<br>

<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">Hi,<div><br></div><div>When the agent would like to create a new e-mail (he dosen&#39;t replay to an incoming email). How can I make it possible so agent can choose one of the &quot;Response template&quot; in system (same template we can choose from when we replay to incoming emails).</div>


<div><br></div><div>Thanks and Regards.</div><div><br></div>
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Alvaro Cordero Retana<br>Consultor de Tecnologias<br>Gridshield Monitoreo de Redes e<br>Infraestructura.<br>2258-5757 ext 123<br><a href="mailto:alvaro@gridshield.net" target="_blank">alvaro@gridshield.net</a><br><a href="http://www.gridshield.net" target="_blank">www.gridshield.net</a><br>