Please restore Templates as a separate button in the Help Desk reply editor
Please bring back Templates as a separate, directly accessible selection in the Help Desk reply editor, rather than placing it under Insert.
Our team uses templates when responding to customers, and the additional menu step makes a frequently used action slower. Extra clicks may seem minor, but they add friction when repeated throughout the working day.
Our preferred solutions would be:
- Restore a dedicated Templates button in the reply toolbar.
- Alternatively, let users or admins customize the toolbar and pin frequently used actions, including Templates.
- If neither is currently possible, offer an option to return to the previous composer layout until direct template access is available.
Could the product team confirm whether standalone or customizable access to Templates is being considered?