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It would be helpful and more efficient to be able to insert a template when I'm working on a ticket and replying to a customer, as our replies are often the same or similar among different customers.
Welcome to the community! What you are asking about is often referred to as canned responses. Unfortunately this Is not built in to cloud. However I recall that there is an open suggestion and I believe that it is actively being worked on but not immediately sure. Regardless that doesn’t help you right now. To achieve this you’ve got a couple of options