You can learn from this article how to add an individual predefined reply or URL.

1. From the Tools menu, select Manage Predefined Replies.

   Result: The Manage Predefined Replies tab is displayed in the Technician Console workspace.

2. On the Predefined Replies or Predefined URLs tab, click Add New.

   Result: The Add New Predefined Reply form is displayed.

3. Give the reply or URL a short Name.
4. Type the text of the reply or the URL in the Content box.

   Result: All content is text only. Formatting is not available.

   Note: You can also enter an FTP address.

5. Click Save.