Our service desk would like the ability to alter the *email* generated from an incident template.
The text of the template chosen can be viewed by using the 'preview' link (available after selecting from the 'Email Template' dropdown). Any alteration here edits the template itself, not the email that results from using the template.
Ideally, the template text would be applied to the email window and be editable by a service desk agent, leaving the template untouched.
The agent can then tailor the text on an individual basis and see exactly what the customer will receive.
These well-formatted and appropriate communications would then increase our professional appearance.
If you think you would use this please vote it up!