I use them but I am not a MSP. I use them here at my work for common requests, such as a document in our document management did not get checked in. I mean there are only so many ways to say: "I have made the document(s) available. If you receive an error that they are "already selected for editing" log out and then back in. They will be available then." These are for the common things that most employees know what is going on. Also if a secretary requests that we add an attorney to their dictation tray, I use a response then. Also if they request one of our conference lines, I have an auto response set up with the information they will need once I reserve it for them at the time they requested. I use them a lot for notes on what I did to someone's computer. i.e. I have a private note for when I delete someone's computer profile, outlook profile, etc. easy way for me to document. For example "Deleted computer profile due to the issues they were having. Issues where as follows: " and then I just type what issues they were having. Again I have a real good relationship with my users so I don't think it is as big of issue for me. I can tailor my responses to my environment. I wouldn't use them at a MSP where I am dealing with different clients.