I think it would be a great feature to be able to use template tags like we have in email templates to use within canned responses. This would allow for a easy reply, with the ability to add the tags to make it feel more personalized and also allow reference to items attached to the customer, the customer contact or the ticket itself.
I’m told the tags are the same as what it is in the email template customization list, but the only one I know we use in canned responses is customer_custom_field_xxx fields (for instance).
Seems as if Syncro support was monitoring this forum, they would be able to comment on this and show us where these tags are located.
This is what I was referring to the other day @Andy. Stuff just not being commented on that could clear be resolved.