email replies

  • 10 January 2020
  • 1 reply



We have support in Swedish and every time we answer a customer email it comes up "Hi xxxx (customer name)


Can we change what it says? For example, we would like it to say "Hej (Hello in Swedish) and also just the customer's first name.

1 reply

You have to change your Helpdesk language and not just the agent's choice of language in their profile. After you do this all the defaults change etc.

Check out the article here:

If you've activated multiple language etc, you can go to "Admin > Email Templates > Templates > Agent Reply Template " to alter what appears for your agents when they click reply on a ticket for each language used.