Would like the ability to use a series of canned responses when commenting on or resolving a ticket. When selected these responses would be placed into the edit box and could then changed before submitting.
Would save a heap of time when responding to customers.
An example might be...
"The issue you have reported appears to be a bug. This issue will require development to resolve. A ticket has been created in the development queue, when developed the issue will be provided to you in the form of an update.
You can track progress on the bug by going to..."