You have agents with a busy schedule who are on calls and creating tickets for customers as you believe in first-hand support. When your agents are creating a new ticket or sending an outbound email, you can use the Ticket Templates feature to pre-fill regularly used fields. 

Under Admin > Agent Productivity > Ticket templates, you can set up a template that your agents can select with one click. This solution article walks you through the process.

The Ticket templates feature is available from the Garden plan onwards.