I would like to have a response template for use when answering tickets that looks like this: Hi! We are pleased to announce that the <PRODUCT-NAME> <RELEASE-NUMBER> release is now available for download at <DOWNLOAD-LOCATION>. We believe that this release will fix your problem. Regards, Where the '<PRODUCT-NAME>', '<RELEASE-NUMBER>' and '<DOWNLOAD-LOCATION>' is the only information my Support Engineers needs to fill in. I would really like that this was a 'form' with three holes for these pieces of information. Is this something that is easy to do with OTRS? An another example would be something like this: Hi! We are pleased to announce that the <PATCH-NAME> is now available for download at <DOWNLOAD-LOCATION>. We believe that this patch will fix your problem. Regards, We have quite a few patches and products and releases, so creating a response template for each one would be quite massive, or do you have any other suggestions for me? -- Stein Erik