[otrs] Send email using templates

Hi all, I'd like to have the option of having more than one template when sending out new emails. I understand this is possible for responses only, but not for new emails. Our OTRS is used for bidirectional communication with customers and suppliers, meaning, it's not just used to receive complaints from our customers, but rather for our team to open complaint tickets with our suppliers. That being said, we need to send out specific emails sometimes to some people, and others to some people. Is that possible using OTRS out-of-the-box, or do we need to install some sort of external plugin? And which? Thanks //M