Use articles in RT

Use of articles in correspondence 

Some cases require the same response, so it is practical to use template responses that are available in your queue. There are queue managers who manage these template responses, which you as a case handler can use during correspondence. 

To attach a template response, you select one from the dropdown menu Include article: 

You are free to edit the template response after it is pasted, and the case will not be updated until you click on Update ticket.