We have an ask in which the client would like the ability to define their preferred options when selecting templates in e-mails.

By Default, when selecting to add a Template to an e-mail the options open up and they are defaulted to the intended recipient of the e-mail.

Our customer would like to always select the regarding (as all of their e-mails are attached to a case) if possible.

Considering this is a very specific use case, allowing the user to define a preferred selection then, if not possible to default back to the current standard would be the best of both worlds and would ease the use as some organizations have heavy use of Templates.
Category: Routing/ SLA
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