Add saved reply (reply template) support to the helpdesk

[BoraIneviNMI]

This is for a point in #599 that I couldn't do on time.

New features

• Helpdesk agents can now click on the button "Make a template" on any message under helpdesk tickets. When they do that, the server will take the message content and add placeholders like {{customer_name}} in place of what matches the ticket information in the text. They can edit it as necessary, add more placeholders, then save the template for later use. They can also mark the saved reply as shared so other agents can also make use of it.
• Helpdesk agents can now use a dropdown menu in the message composer that says "Use a template" to quickly compose a message body from an existing saved reply. If the saved reply contains placeholders, these will be automatically filled in with the ticket information. If not enough information is available some placeholders can be left behind. The agent can edit the resulting message body and fill in the placeholders themselves and send the message.
• Helpdesk agents can see the saved replies of themselves and the ones from other agents in a dedicated page. They can edit or delete their own saved replies. Admins can edit or delete any saved reply. They can create a saved reply from scratch too.

Notes

• Right now the automatic placeholder placement is done using regular expression matching. This works well enough, however we can also later add an AI agent that does it.

[coderabbitai]

Important

Review skipped

Draft detected.

Please check the settings in the CodeRabbit UI or the .coderabbit.yaml file in this repository. To trigger a single review, invoke the @coderabbitai review command.

⚙️ Run configuration

Configuration used: Repository UI

Review profile: CHILL

Plan: Pro

Run ID: 793c389c-0753-4561-9096-444bbdde58dd

You can disable this status message by setting the reviews.review_status to false in the CodeRabbit configuration file.

Use the checkbox below for a quick retry:

• 🔍 Trigger review

✨ Finishing Touches

🧪 Generate unit tests (beta)

• Create PR with unit tests
• Commit unit tests in branch FDM599-saved-replies

---

Thanks for using CodeRabbit! It's free for OSS, and your support helps us grow. If you like it, consider giving us a shout-out.

❤️ Share

• X
• Mastodon
• Reddit
• LinkedIn

_{Comment @coderabbitai help to get the list of available commands and usage tips.}