The auto-response template is the email that is sent to the user after they send an email to your queue's email address, or when you manually create a ticket. This can have formatted/rich text.The template below is what is sent out for this queue, but it may not be up to date. To change this, contact cre-it@mit.edu
Anything phone number that appears to be formatted as a hyperlink should be a hyperlink using the link format tel:999-123-4567. Confluence does not appear to allow "tel:" resources to be included as links within wiki articles.