Problem:
Our agents rely heavily on ticket templates, but our current workaround for auto-assigning a ticket to a specific agent requires creating a duplicate template per agent. This means the same base template gets cloned repeatedly, just to swap out the assignee.
As our agent count grows, this is significantly cluttering the template dropdown. Agents have to scroll through a long list of near-identical templates just to find the right one, which slows down ticket creation and increases the chance of selecting the wrong template.
Proposed Solution (Option 1): Dynamic "Assigned Agent" Variable
Allow templates to support a variable (for example, {{current_user}} or {{template_user}}) in the assignment field that automatically populates with the name of the agent currently applying the template. This would let us maintain a single shared template instead of one copy per agent.
Proposed Solution (Option 2): Per-Agent Template Visibility/Ownership
If dynamic variables aren't feasible, an alternative would be allowing agents to save personal templates that are only visible/associated to that specific agent. This would let each agent maintain their own shortcuts without adding clutter to the shared/global template list for everyone else.
Impact:
-Cleaner, shorter template dropdown lists for all agents
-Less administrative overhead maintaining duplicate templates
-Faster, more accurate template selection during ticket creation
-Scales better as team size grows
