Snippets are developed after you've spent some time interacting with your customers in a written format and identified where you end up repeating yourself. They can help to make routine support a breeze. Not only do they decrease the time it takes to respond to a customer, but they also serve as a way to capture common support knowledge.

Just because a snippet is a canned response, doesn't mean it can't be personal or modified for the situation. If your support software doesn't support snippets or canned responses, you can save them in Google Docs or use a tool like Text Expander which allows you to quickly paste entire chunks of text just by typing a few key letters.