We use the ticketing function for our helpdesk and have built a library of templated replies for common queries. It would be extremely helpful if workflows could directly use these message templates, rather than requiring us to create a marketing email and copy the template content across.
Using marketing email templates creates a few issues. Over time, our responses naturally evolve, and there is no guarantee that a marketing email will continue to match the latest version of our helpdesk template. In addition, marketing emails do not appear in the ticket activity. When a customer replies later, we cannot see what was sent to them without searching for the original email, which wastes valuable time.
Allowing message templates to be used directly in workflows would remove this unnecessary effort and create a smoother, more consistent support process.