File: /include/staff/viewticket.inc.php
Find: <?
$sql='SELECT premade_id,title FROM '.KB_PREMADE_TABLE.' WHERE isenabled=1 '.
' AND (dept_id=0 OR dept_id='.db_input($ticket->getDeptId()).') ';
$canned=db_query($sql);
if($canned && db_num_rows($canned)) {
?>
And replace with: <?php
$sql='SELECT premade_id,title FROM '.KB_PREMADE_TABLE.' WHERE isenabled=1 '.
' AND (dept_id=0 OR dept_id='.db_input($ticket->getDeptId()).') ORDER BY `title` ASC';
$canned=db_query($sql);
if($canned && db_num_rows($canned)) {
?>