It would be great to see an option where standard replies can be chosen from a drop down list by techs. These standard replies would be similar to what a bulk action item does except it would be much more visible. And instead of saving the tech note in the ticket, the tech will have the option to edit the text before saving the ticket. These standard replies would be in a visible location within the Tech Note section and could be created by techs individually or made universal by Admins. Years ago I used BMC Service Desk Express and it had this functionality.