I’m working with Helpdesk in Odoo 16 and configuring email templates.

For ticket stages, everything is working well, I can assign specific email templates based on the stage (targeting by stage name), and the correct template is sent automatically. 

But when I reply to a ticket using the chatter, the customer always receives the default email layout/template, the same default template is also used for Reset Password emails. 

How can we customize or replace the email template/layout used for chatter replies?

Should we change the views or something? Because there is no option to change the format of these from the email templates section.

I want the change the XML of the template to customize it in such a way that it matches the theme of company, not sure exactly how can we do that.