How to use a template when sending an email from the object
To manually send an email from the incident workspace using a template, you will need to add the journal.email object to the detail tab list. The templates are associated with the object workspace and although you can create an email from the activity history tab the journal.email templates are not available because the templates are associated with the journal.email object and the activity history tab displays the Journal object.
Go to the layout and then the layout used by the role
In the details tab add the journal.email tab.
In the automation tools go to the object templates and create your template associated with the journal.email object.
As no templates have been created for the journal.email object, you will need to show all objects and find the journal.email object and add a template.
Save the template
Refresh your client. when you go to the incident object the email tab should be available. and when you click on New Email you can choose the email template you just created.