The current process of selecting a template when answering to an email from the timeline is very time consuming and not user friendly. Right now the user needs to open the email, click on reply, then insert template, select the template, confirm changes and only then can start answering. There is way too many clicks involved.

Suggestion would be, that an admin can set a default template to be loaded automatically when a user wants to reply to an email which includes merge fields so that the user no longer has to click his or her way through to finally get there. Of course it still should be possible select another template once the default one is loaded according to the current solution to allow flexibility.