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prevent requester name and agent name in email replies.

  • April 11, 2016
  • 2 replies
  • 117 views
D
Apprentice

Whenever I reply to a ticket the agent name is put at the top of the reply like this.



Agent Name:


comment goes here



I have removed the ticket.agent.name placeholder from the email notification but it still shows up.

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    2 replies

    D
    Contributor
    • dloew
    • Contributor
    • June 4, 2016

    Yes, how do we remove the Agent Name from this placeholder:


    {{ticket.latest_public_comment}}

    aravind.sundararajan
    Skilled Expert
    Forum|alt.badge.img+12

    Hi,


    In case of email replies, you can navigate to Admin -> Email notifications -> Reply templates -> Agent reply template section and remove any placeholder that populates the agent name.


    @Damien:


    The default behaviour of the placeholder is that it fetches the commenter name along with the comment . Sorry that it is not possible to remove the agent name from being displayed when you use this placeholder.


    Cheers!

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