Allowing us to use a created macro or template to respond to our cases where placeholders can be entered such as the [name] of the person who submitted a case.

Similar to zendesk's macros that you can create to have a format for responses.

https://zen-marketing-documentation.s3.amazonaws.com/docs/en/macro_preview_description.png

This allowed us to edit the response and change the assignment or status of a case/ticket with the macro but if not at least let us make templates for responses. "Follow Up Response" for example and then it would set the case comment with the pre-created response and let me edit it before submitting.