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Maintaining a standard of support replies across a large support team is hard. Templates are a necessary evil employed by some companies that agents can use while replying to a ticket. Normally, it has greetings and signature so agents needn’t spend time on them.
The templates can also contain pre-written answers for certain support scenarios, like refund requests. This practice is frowned upon by customers because nobody likes to have a heart to heart with a template.
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