Add jump links at the top of the canned response page
Especially if you have a lot of canned messages, It takes a good bit of scrolling to find the form. Once you know it's there, you can use control end, but for new support people, it's not obvious. Simple jump links named "create new" or "edit existing" that drop you directly to the form would make that interface more user friendly without a huge change.
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Margaret Fisk
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