Feature request: response templates enchancement

[Niklaus]

I'm new to OTRS and I'm starting to like it a lot. There's a few things I would like to see in the product and the most important for me would be the ability to use Response Templates within emails to make answering emails faster.

I would like to add many templates into one email as parts of the email; like build a response from smaller pieces and add parts like I can add a FAQ article into email. I, for example, need to ask quite often customers to provide same kind of information or send them a description how to do something and/or provide information in standard form.

[jojo]

You can declare Default replies and also use FAQs so this Feature is already existing

[Niklaus]

Yes, I know I can use default replies, but it would be far more convenient to be able to define small email parts as templates and then choose a couple of them into to the message just like choosing FAQ article. Like using default reply, but then add another template/templates within that email.

Using FAQ articles is not very good solution here, since ether one needs to copy+paste from FAQ article or clean up extra parts (problem, solution, etc) if one only needs couple of lines of text from that article. Copy+paste text from article is not a problem for me, but if OTRS should be used by help desk professionals, that can be a problem.
And to think of it, I don't want to mix FAQ articles and email templates. I don't see it as a clean solution.

So basically I'm asking for similar Click-to-Add-View as choosing FAQ articles.

Of course I could define every possible combination to current response templates, or add all information to one template but that would be an error prone solution.

[jojo]

well teh FAQ soulution works (and it is not copy and paste as it will go with a click). Perhaps you just need to reconfigure your FAQ settings. But feel free to file the suggestion on ideascale or also to get the feature as custom development

[crythias]

If you're looking for canned pieces to add you might look at auto hotkey to macro it.