"Predefined Replies" display categories

[eacIT]

When a category is selected, its list of replies is displayed. It would be extremely helpful if an icon were present on the replies list that on mouseover, the first few lines of the reply are visible. If one selects one of the items, it does not open the item for edit; instead, it copies it to the clipboard. Thereafter a control-V moves the item to the content section. As far as edits or the creation of new responses, it would be helpful if this capability were moved to the administrator panel. Other companies may desire to have a polished, master response that the average tech cannot change. Of course the tech is free to change it in the content section but the master remains unaltered.