It would really help if the window of selecting a canned response would display some of the responses right away, without a need to search for them. In my case, I have only several responses and it's just major inconvenience for me to have to search for them. I'd rather pick them from the list right away.
I think it would be most useful if you could "pin" some articles to that quick list or just display all of the articles if you have less then 10.
Customer support service by UserEcho