Snippets are a way to avoid typing the same thing into messages over and over again by creating a "canned response".
This will help to save your agent's time with their most common responses e.g. "Good morning Sir/Madam, thank you for contacting x-brand's helpdesk." This line of text could be shortened to: %Good morning% and is referred to as a "shortcut code", shortcut codes always start and end with the "%" sign
When using a shortcut code, as in this example, type %Good morning%, your "greeting" will appear in place of the Snippet.
It is also possible to insert the user's name into a Snippet by using Snippet Variables