Hello Daniel,

I believe this functionality already exists with Ticket templates. Here's a solution article that would help - https://support.freshdesk.com/support/solutions/articles/220141-creating-and-using-ticket-templates

Can you check if this works out for your scenario?

Thanks,

Sudha

Actually, Sudha, I meant to refer to the "Agent Reply Template" under Email Notifications, not "Ticket Templates", so your answer unfortunately does not work out for my scenario.

Hello Daniel,

Do you mean having placeholders in the New Ticket email template? 

I believe you can insert Canned Responses in Ticket templates and Canned responses can have placeholders. 

Can you check if that works out for you?

Thanks,

Sudha

I would have liked placeholders to be used in an autofill of the New Email. Using placeholders in Ticket Templates generally doesn't work; using Canned Responses they don't work either, or at least, "Agent Name" doesn't.