On Kayako we use this function *a lot*. About half of the tickets are answered through a Predefined response. This works two ways: If the staff member posts a text to a ticket that he thinks will be useful in the future, then he can mark it as a macro and select the macro category. This adds a new macro. If a staff member want to use a macro to insert into a ticket response then they can simply click the macro button, browse to the proper category and macro and insert. This is really quick and easy. It saves us a ton of work. I know that there are predefined responses in Tickets, but there is no way for moderators to add Predefined responses. The power of this function is that all staff can add predefined responses. Not just admins.