Is anyone familiar with SASE?  Is it a Managed Service or are you working with it internally?  Any recommendations on a Managed Service Provider for ZScaler or NetSkope?

Using customized templates, like the one shared for your ticketing system, can be a highly effective way to enhance communication and maintain consistency. These templates ensure messages remain professional, concise, and actionable no matter who handles the ticket; it also can attach files or any type. While they save time and streamline responses, it’s important they allow some level of customization to ensure they meet each user's specific needs. Regularly evolving and modifying such templates for your unique use cases can improve their relevance and impact.  

If you choose to adopt a template-based approach, consider incorporating feedback loops and training your team on how to adapt templates to various types of inquiries. Encourage frequent updates to the templates to reflect process improvements or changes in user preferences. This practice ensures the templates remain an efficient tool for consistency and user engagement. Furthermore, a well-crafted and regularly refined template—like the example you’ve shared—could be seamlessly integrated into your ticketing workflow with minor adjustments.

When deciding between a managed service, SASE solution, or managing internally, consider factors such as resource limitations, scalability, security, compliance, and cost. Managed services offer expertise and support, while SASE solutions provide integrated security features and cloud-native design. Managing internally provides control and customization, but requires sufficient resources and expertise. Assess your organization's specific needs, resources, and priorities to make an informed decision, and consider a hybrid approach if needed.

SASE has been replaced with the SSE (Secure Service Edge) in most recent Gartner's research as the vendor's offering in this space has merged. Whether you use it as management service (preferred) or deploy internally, test vendor's current offering in order to make the best use your already available in-house / existing vendor offerings. general recommendations are:

1. Select an SSE offering with strong web security features and an extensive cloud
fabric if protecting branch and remote workers is your organization, is your top priority.

2. Favor SSE platforms with broad API integration, advanced data loss prevention
(DLP) and granular in-line enforcement to secure SaaS usage if your organization
relies heavily on SaaS and data security is a key priority.

3. Adopt SSE-integrated ZTNA technology to be better placed to build a secure access
service edge (SASE) architecture.

4. Benefit from SSE consolidation without sacrificing essential security use cases by
ensuring the chosen consolidated SSE platform satisfies their mandatory web SaaS
and private application security requirements.

Take note that for working on 4, its mandatory that your first DEFINE your SSE use cases.

Hope that helps.