The ability to add Canned Responses to Solutions so that when an agent is following an article you can say, send the customer this templated email and it will attach it to a reply in the ticket OR the ability to link a canned response into a Solution Articles so that when you are selecting solution instead of only having the option to link a link to the article or paste the article into the reply / forward, you can ask it to use the attached templated email in your ticket.
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