If you try to provide support for even a short period of time, you quickly discover you are answering the same questions over and over again, to such an extent that you develop a script in your own head and re-write the exact same answer every time. At a certain point, you may as well just have an actual script that you copy+paste, optimize over time and then modify as needed. This saves valuable time, especially when there's multiple people to get through and optimizing it makes the answer better.

There's nothing actually wrong with a template as long as they have the authority to modify it if they feel the need to. And in my observation, the MMO companies that have used one when communicating with me have had a custom part of the message when it's needed so I just accept they didn't feel the need to normally.