I believe what you are looking for is more like the Text Modules as mentioned in the link below.

http://www.cape-it.de/news-en/items/kix4otrs-feature-of-the-month-text-modules-and-ticket-templates.html

This is a great Addon developed by Cape-it.

Regards

On Tue, Sep 11, 2012 at 8:57 AM, Jean BROW <everydaywow@gmail.com> wrote:

Hi,

When the agent would like to create a new e-mail (he dosen't replay to an incoming email). How can I make it possible so agent can choose one of the "Response template" in system (same template we can choose from when we replay to incoming emails).

Thanks and Regards.

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Alvaro Cordero Retana
Consultor de Tecnologias
Gridshield Monitoreo de Redes e
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www.gridshield.net

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