Add summary improvements

Hello,

I think it could be useful to add a bit more power to the Summary field on tickets.
Right now it is still very manual and there is no way to involve it in any automation.

We would like to have a way to add automatically a template to the Summary that Agent will then be able to fill with important informations. A way to align on what will we find there through the whole team and to not forget it.

For example>
What we know so far?
xxxxxxxxxxx

What was done so far?
xxxxxxxxxxx

What are the next steps?
xxxxxxxxxxx

It could also be linked to automations so that this template could change based on some rules.