This. I lead a technical support team - we have very well written macro responses for a variety of topics, some technical and some not, but almost always we mo

This. I lead a technical support team - we have very well written macro responses for a variety of topics, some technical and some not, but almost always we modify the boilerplate with ticket-specific context. There's no reason why I should type the description of a Request Timeout error 15 times per day, but it's certainly worth the effort to include that pre-written information with some relevant context.