[otrs] email body change

[Mr Right]

Hi, I want to know if it is possible to send the customer a standard email
body when creating email tickets. The customer should not see what is typed
about the issue and the email sent to them via Agent Ticket Email should have
a standard text.

I want also be able to do the same with phone tickets so that customer's get a
generic email.

I want to be able to save the text in the body of ticket only for agents to
see the reported issue but customer should only get standard email ticket with
their ticket number on it.

Please help.