predefined is the 1to1 translation for "Vordefiniert"!it is at the bottom of the ticket-view-page inside the backend. i think canned response is your translation in english - yes.i try to explain more detailed:if i reoad the view of a ticket and immediatly click on
"Vordefinierte Antwort wählen" and select one of the predefined answers,
the message will not be displayed in the Editor-Pane. If i click
inside the Editor-Pane first, to set the cursor inside the Editor-Pane
and click then on "Vordefinierte Antwort wählen" and select one of the
predefined answers, it will be inserted correctly into the Editor-Pane.