Where agents use a standard template for manual internal notes to differentiate them in the view from system notes etc It would good if there was a option to have the template automatically load when opening private notes which would produce a quicker flow for agents than selecting the same canned response each time.
Current User Journey almost every time for private notes is as follows:
1. Agent opens existing ticket
2. Clicks 'Add Note'
3. Clicks on the little button in the bottom left to open Canned Responses
4. (hopefully otherwise we are adding a few extra steps) The standard Internal note canned response is in the favourites - select this and add to the note
5. Write note and then Save
Ideal User Journey would be:
1. Agent opens existing ticket
2. Clicks 'Add Note' - template is already there
3. Write note and then Save
