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
Hello Atlassian Community! We’re thrilled to announce some exciting changes to incident management in Jira Service Management Cloud, in order to give your teams extra muscle during incidents, and ...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events