How can I create predefined answers so my support team can select out of them to answer customers?
Confluence is a better product for this. Document FAQ!
With JIRA, you might be able to create a new issuetype "FAQ" and woraround with summary as question and description as answer etc.
If your "answers" are short, you could use a simple select-list for them, possibly backed up with some simple documentation if people need details.
Or even resolutions. The temptation for me to add "let me google that for you" and "PEBKAC" to resolution lists is very strong some days, but I don't think that's what you're asking here :-)
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