We have our tickets created through an API and Ninja Forms in WordPress.  The ticket Subject is set to something meaningful for the agents to know the topic of the ticket (QA, Break/Fix, Comment, Issue, ....).  While this is great to see within Desk for the Agent, it is useless when the agent uses Reply on the ticket to email the customer.  The customer see the same text as the Subject of the email.  It does not really give them confidence to open an email that has the subject of Break/Fix.  It would be helpful to have the email replies use an Email Template (just like the Email template for Notify Contact on Ticket Closure).