Yes, you can create pre-defined Request Templates with pre-defined set of values in the Request form fields. Customers or Support Agents can quickly select the Request Template for further action. To add new Request Template, Goto Setup >Templates ...
To create a new template, open the email composer, type the content of the template in the compose area, and click the drop-down next to Save Draft. From the listing, select Template. The content that you added will now be saved to the Templates ...
To customize default e-mail templates, Goto Setup> Templates > Email Templates > edit the template and make changes > Click Save. For more refer Templates
You can create Request Templates and add requests instantly using them. They can be customized individually for frequently raised issues. Just select any template relevant to the request from the Select Template drop box in the New Request from. ...