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Communication between customers and ITS technicians is done through comments. At the bottom of any ticket, you can leave comments, and choose either Share with customer or Comment internally. If the action is permitted in the workflow tree, Respond to customer may also be an action button at the top of ticket.
To select a 'canned response', select option to edit the ticket and scroll down in the 'Edit Issue:' window. Under the 'Comment' section, select the 'canned response' icon: 
Below is a listing of the currently (01/07/2020) 'canned responses' available to use when responding to the customer:
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