The current feature that is called Ticket Templates are not actually template for tickets. They are template for Notes to be added to tickets. There needs to be a real ticket template feature, that present a custom form for the user to fill in prior to submitting the ticket. Templates should be tied to ticket categories. When a user selects a ticket category they are presented with a list of templates to choose from. The existing Ticket Template feature should be renamed and actual Template for tickets be setup that are:
1. Visible to Users (not just agents)
2. Added to a pick list of some sort when a user clicks "New Ticket" that allows them to pick the ticket template. The template would then load with predetermined required fields, instructions, etc.