Ticket Reply Template

Question asked by Nathaniel Aylard - 11/3/2016 at 6:38 AM

Unanswered

Hi,

I was wondering if its possible to change a reply to a ticket is sent. Rather then emailing what was written to our clients, we have cases where we need to just inform them their ticket has been replied to and they need to login to see the response, etc... Is this possible?

Thanks a bunch for any input.

3 Replies

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Ashwin Pai Replied

11/16/2016 at 5:42 PM

Presumably this is on a case by case basis ? Would a canned reply serve this purpose ? It will still quote the original email , but your canned reply will be on top.

Lansend.com

Nathaniel Aylard Replied

11/16/2016 at 6:48 PM

Actually be for all users. Looking for a way to not include the reply. Just when staff responds to a ticket, they get an email just stating a reply has been made please login to the system to view it. Thanks though for the thought.. will look into how canned replies work a bit more. Cheers

Ashwin Pai Replied

11/16/2016 at 7:08 PM

I think I get what you are saying.
You want that when an agent solves an issue and replies to a ticket you want
a. A std response look at ticket....
b. not quote the original response

A. is possible and easy you do not even have to look into canned responses. Presuming this is a blanket overall requirement, simply change the signature for the Group to say what ever you want.

B. I could not find a solution. There is an option in the default autoresponder to include or not include original content by elimination [#CLIENTEMAILCONTENTS#].
But I do not see a way of changing this option in a regular response.

LMK what you find , I am interested.

Lansend.com

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