diff --git a/Modules/Helpdesk/Http/Controllers/TicketCommentStoreController.php b/Modules/Helpdesk/Http/Controllers/TicketCommentStoreController.php
index 5f3af4d3..90a16fa1 100644
--- a/Modules/Helpdesk/Http/Controllers/TicketCommentStoreController.php
+++ b/Modules/Helpdesk/Http/Controllers/TicketCommentStoreController.php
@@ -54,10 +54,10 @@ final class TicketCommentStoreController extends Controller
                 ->where('is_active', true)
                 ->findOrFail((int) $validated['canned_response_id']);
 
-            $body = trim($response->body);
+            $body = trim($renderer->render($response->body, $ticket, $user));
         }
 
-        $body = $this->normaliseHtmlBody($renderer->render($body, $ticket, $user));
+        $body = $this->normaliseHtmlBody($body);
 
         validator(['commentBody' => $body], [
             'commentBody' => ['required', 'string', 'min:2'],
@@ -84,12 +84,40 @@ final class TicketCommentStoreController extends Controller
      */
     private function normaliseHtmlBody(string $body): string
     {
-        $body = html_entity_decode($body, ENT_QUOTES | ENT_HTML5, 'UTF-8');
+        $body = trim($body);
+
+        for ($i = 0; $i < 5; $i++) {
+            if (! str_contains($body, '&lt;') && ! str_contains($body, '&gt;') && ! str_contains($body, '&amp;lt;')) {
+                break;
+            }
+
+            $decoded = html_entity_decode($body, ENT_QUOTES | ENT_HTML5, 'UTF-8');
+
+            if ($decoded === $body) {
+                break;
+            }
+
+            $body = $decoded;
+        }
+
         $body = preg_replace('/<\s*(script|style)[^>]*>.*?<\s*\/\s*\1\s*>/is', '', $body) ?: '';
         $body = preg_replace('/\s+on[a-z]+\s*=\s*("[^"]*"|\'[^\']*\'|[^\s>]+)/i', '', $body) ?: '';
         $body = preg_replace('/javascript\s*:/i', '', $body) ?: '';
+        $body = trim(strip_tags($body, '<p><br><strong><b><em><i><u><ul><ol><li><blockquote><pre><code><a>'));
 
-        return trim(strip_tags($body, '<p><br><strong><b><em><i><u><ul><ol><li><blockquote><pre><code><a>'));
+        if ($body === '') {
+            return '';
+        }
+
+        if ($body === strip_tags($body)) {
+            return collect(preg_split('/\R{2,}/', $body) ?: [])
+                ->map(static fn (string $paragraph): string => trim($paragraph))
+                ->filter(static fn (string $paragraph): bool => $paragraph !== '')
+                ->map(static fn (string $paragraph): string => '<p>'.nl2br(e($paragraph), false).'</p>')
+                ->implode('');
+        }
+
+        return $body;
     }
 
     /**
diff --git a/Modules/Helpdesk/Resources/views/livewire/ticket-show.blade.php b/Modules/Helpdesk/Resources/views/livewire/ticket-show.blade.php
index 7754ff5c..34e67df4 100644
--- a/Modules/Helpdesk/Resources/views/livewire/ticket-show.blade.php
+++ b/Modules/Helpdesk/Resources/views/livewire/ticket-show.blade.php
@@ -133,6 +133,36 @@
                     </div>
                 @endif
 
+                @php
+                    $cannedResponseBodies = $cannedResponses->mapWithKeys(function ($response) use ($ticket, $currentUser) {
+                        $body = (string) $response->body;
+
+                        $body = strtr($body, [
+                            '{{ ticket.reference }}' => e((string) ($ticket->reference ?? '')),
+                            '{{ ticket.subject }}' => e((string) ($ticket->subject ?? '')),
+                            '{{ ticket.status }}' => e((string) ($ticket->status?->name ?? '')),
+                            '{{ ticket.priority }}' => e((string) ($ticket->priority?->name ?? '')),
+                            '{{ ticket.category }}' => e((string) ($ticket->category?->name ?? '')),
+                            '{{ ticket.project }}' => e((string) ($ticket->project?->title ?? '')),
+                            '{{ ticket.team }}' => e((string) ($ticket->team?->name ?? '')),
+                            '{{ requester.name }}' => e((string) ($ticket->owner?->name ?? $ticket->user?->name ?? '')),
+                            '{{ agent.name }}' => e((string) ($ticket->agent?->name ?? $currentUser?->name ?? '')),
+                            '{{ actor.name }}' => e((string) ($currentUser?->name ?? '')),
+                            '{{ ticket.url }}' => e(route('helpdesk.tickets.show', ['ticket' => $ticket->getKey()])),
+                        ]);
+
+                        $body = html_entity_decode($body, ENT_QUOTES | ENT_HTML5, 'UTF-8');
+                        $body = preg_replace('/<\s*(script|style)[^>]*>.*?<\s*\/\s*\1\s*>/is', '', $body) ?: '';
+                        $body = preg_replace('/\s+on[a-z]+\s*=\s*("[^"]*"|\'[^\']*\'|[^\s>]+)/i', '', $body) ?: '';
+                        $body = preg_replace('/javascript\s*:/i', '', $body) ?: '';
+                        $body = strip_tags($body, '<p><br><strong><b><em><i><u><ul><ol><li><blockquote><pre><code><a>');
+
+                        return [(string) $response->id => trim($body)];
+                    })->all();
+                @endphp
+
+                <script type="application/json" id="helpdesk-canned-response-bodies">@json($cannedResponseBodies)</script>
+
                 @if ($cannedResponses->isNotEmpty())
                     <div class="mb-4 grid gap-3 md:grid-cols-[1fr_auto]">
                         <div>
@@ -140,7 +170,7 @@
                             <select id="ticket-canned-response" name="canned_response_id" class="hd-select block w-full rounded-xl border border-zinc-300 bg-white p-2.5 text-sm font-semibold text-zinc-900 shadow-sm focus:border-blue-500 focus:ring-blue-500 dark:border-zinc-700 dark:bg-zinc-950 dark:text-zinc-100" data-canned-response-select>
                                 <option value="">Choose a saved response...</option>
                                 @foreach ($cannedResponses as $response)
-                                    <option value="{{ $response->id }}" data-body="{{ e($response->body) }}">{{ $response->name }}</option>
+                                    <option value="{{ $response->id }}">{{ $response->name }}</option>
                                 @endforeach
                             </select>
                         </div>
@@ -212,12 +242,11 @@
                         const editor = form?.querySelector('[data-helpdesk-rich-editor]');
                         const textarea = form?.querySelector('textarea[name="commentBody"]');
                         const selected = select?.selectedOptions?.[0];
-                        const body = normaliseCannedHtml(selected?.dataset?.body || '');
+                        const cannedResponses = getCannedResponseBodies();
+                        const body = normaliseCannedHtml(cannedResponses[String(selected?.value || '')] || selected?.dataset?.body || '');
 
                         if (editor && textarea && body.trim() !== '') {
-                            editor.innerHTML = editor.innerHTML.trim() === ''
-                                ? body
-                                : editor.innerHTML.replace(/\s+$/, '') + '<br><br>' + body;
+                            insertHtmlAtEnd(editor, body);
                             syncRichEditor(editor);
                             editor.focus();
                         }
@@ -343,6 +372,33 @@
                     collapseButton.classList.toggle('inline-flex', hasExpandedComments && ! hasExpandableComments);
                 }
 
+                function getCannedResponseBodies() {
+                    const source = document.getElementById('helpdesk-canned-response-bodies');
+
+                    if (! source) {
+                        return {};
+                    }
+
+                    try {
+                        return JSON.parse(source.textContent || '{}') || {};
+                    } catch (error) {
+                        console.error('Unable to read canned response bodies.', error);
+                        return {};
+                    }
+                }
+
+                function insertHtmlAtEnd(editor, html) {
+                    const current = editor.innerHTML.trim();
+                    const cleaned = html.trim();
+
+                    if (current === '' || current === '<br>') {
+                        editor.innerHTML = cleaned;
+                        return;
+                    }
+
+                    editor.innerHTML = current + '<p><br></p>' + cleaned;
+                }
+
                 function decodeHtmlEntities(value) {
                     const textarea = document.createElement('textarea');
                     textarea.innerHTML = value;
@@ -350,9 +406,13 @@
                 }
 
                 function normaliseCannedHtml(value) {
-                    let decoded = decodeHtmlEntities(value);
+                    let decoded = decodeHtmlEntities(value || '');
+
+                    for (let i = 0; i < 5; i += 1) {
+                        if (! decoded.includes('&lt;') && ! decoded.includes('&gt;') && ! decoded.includes('&amp;lt;')) {
+                            break;
+                        }
 
-                    while (decoded.includes('&lt;') || decoded.includes('&gt;') || decoded.includes('&amp;lt;')) {
                         const next = decodeHtmlEntities(decoded);
 
                         if (next === decoded) {
@@ -362,7 +422,22 @@
                         decoded = next;
                     }
 
-                    return decoded;
+                    decoded = decoded.trim();
+
+                    if (decoded === '') {
+                        return '';
+                    }
+
+                    if (/<[a-z][\s\S]*>/i.test(decoded)) {
+                        return decoded;
+                    }
+
+                    return decoded
+                        .split(/\n{2,}/)
+                        .map((paragraph) => paragraph.trim())
+                        .filter((paragraph) => paragraph !== '')
+                        .map((paragraph) => '<p>' + escapeHtml(paragraph).replace(/\n/g, '<br>') + '</p>')
+                        .join('');
                 }
 
                 function syncRichEditor(editor) {
diff --git a/Modules/Helpdesk/Tests/Browser/HelpdeskTicketBrowserTest.php b/Modules/Helpdesk/Tests/Browser/HelpdeskTicketBrowserTest.php
index 92ea184c..d9010c0a 100644
--- a/Modules/Helpdesk/Tests/Browser/HelpdeskTicketBrowserTest.php
+++ b/Modules/Helpdesk/Tests/Browser/HelpdeskTicketBrowserTest.php
@@ -64,7 +64,7 @@ final class HelpdeskTicketBrowserTest extends DuskTestCase
             'name' => 'Browser canned response',
             'slug' => 'browser-canned-response',
             'visibility' => 'agents',
-            'body' => '<p>Inserted canned browser response</p>',
+            'body' => '<p>Hello {{ requester.name }}</p><p>Inserted canned browser response for {{ ticket.reference }}</p>',
             'is_active' => true,
             'sort_order' => 1,
         ]);
@@ -76,19 +76,19 @@ final class HelpdeskTicketBrowserTest extends DuskTestCase
                 ->assertSee('Browser response ticket')
                 ->select('canned_response_id', (string) $cannedResponse->id)
                 ->press('@insert-canned-response')
-                ->assertInputValue('commentBody', '<p>Inserted canned browser response</p>');
-
-            $this->setHelpdeskEditor($browser, 'ticket-comment-editor', '<p>First browser response</p>');
-
-            $browser
+                ->waitForText('Hello Response Browser User', 10)
+                ->assertSee('Inserted canned browser response')
+                ->assertDontSee('<p>Hello')
+                ->assertInputValue('commentBody', '<p>Hello Response Browser User</p><p>Inserted canned browser response for '.$ticket->reference.'</p>')
                 ->press('@post-comment')
-                ->waitForText('First browser response', 10)
-                ->assertSee('First browser response');
+                ->waitForText('Hello Response Browser User', 10)
+                ->assertSee('Inserted canned browser response')
+                ->assertDontSee('<p>Hello');
 
             $comment = Comment::query()
                 ->where('ticket_id', $ticket->id)
                 ->whereNull('parent_id')
-                ->where('body', '<p>First browser response</p>')
+                ->where('body', 'like', '%Hello Response Browser User%')
                 ->firstOrFail();
 
             $browser->press('@reply-to-comment-'.$comment->id)
@@ -102,13 +102,13 @@ final class HelpdeskTicketBrowserTest extends DuskTestCase
         $this->assertDatabaseHas('helpdesk_comments', [
             'ticket_id' => $ticket->id,
             'parent_id' => null,
-            'body' => '<p>First browser response</p>',
+            'body' => '<p>Hello Response Browser User</p><p>Inserted canned browser response for '.$ticket->reference.'</p>',
         ]);
 
         $parentId = Comment::query()
             ->where('ticket_id', $ticket->id)
             ->whereNull('parent_id')
-            ->where('body', '<p>First browser response</p>')
+            ->where('body', 'like', '%Inserted canned browser response%')
             ->value('id');
 
         $this->assertDatabaseHas('helpdesk_comments', [