Rich text in response templates
Use the same rich text WYSIWYG editor for response templates as is used for the ticket comment field.
For a long time, we used the Knowledge Base as a poor man's response template, and now that we have an actual response template feature, I don't feel any richer.
Mike Schepers commented
It would also be ideal to allow you to attach a PDF document to a response template in order to send out documented instruction steps that contain graphics. Users love step-by-step instructions that also contain pictures.