Here is how to sort the canned replies drop down list when modifying a ticket.
In /includes/staff/viewticket.inc.php
// Change to sort list of canned replies
// J. Pastin 09-09-09
// $sql='SELECT premade_id,title FROM '.KB_PREMADE_TABLE.' WHERE isenabled=1 '.
// ' AND (dept_id=0 OR dept_id='.db_input($ticket->getDeptId()).')';
$sql='SELECT premade_id,title FROM '.KB_PREMADE_TABLE.' WHERE isenabled=1 '.
' AND (dept_id=0 OR dept_id='.db_input($ticket->getDeptId()).') ORDER BY title';
// End changes