Previously, the agent had to take a lot of unnecessary steps to insert a template
when responding. At the same time, the modal window for selecting a template covered the page. Now the choice of templates works in the interface you are accustomed to when changing the ticket card's executor. A list of sections with templates is displayed on the right: if you select a section, only the templates included will remain in the list.
Now the template can be searched by the body of the message, not just by the name, as before. To do this, enter the text in the search box and press Enter. You no longer need to keep in mind the names of different templates; you just need to remember their key words.
And for those who find it more convenient to search for a template by name, you can do so by simply entering text into the search bar. Before pressing Enter, the search results will come back based on template name.