Templates are predefined responses, which are stored for reuse at any time.
Templates can be once defined and stored, and when you come across the
same problem/scenario, you can just select it, your reply will be populated with
the predefined answer. The administrator/staff can add templates. Incase you
have the system settings like administrator needs to approve the templates,
you can go to the 'Approve' section and approve the selected templates after
viewing them and verifying that they are worth including in to the system for
everybody's use.