1.) After a ticket has been created, and a response has been received, you will have many Response templates created to respond quickly and efficiently. Locate these responses by selecting the "Actions" dropdown menu, and selecting the first option: "Update.
2.) Once you're back in the ticket, if you scroll down to the "Comments" section, you will see "Templates" in blue. From here you can select desired templates to respond quickly and efficiently.
3.) Similarly, once you have selected the desired template, you will click "Save" in the top left corner of the ticket, once "Save" is selected the Requestor will be notified of the message and update to the ticket.
Important Note: You cannot use multiple templates at once, to do this you will need to copy and paste the bits and pieces from one template in with the one that mostly satisfies your explanation.