Good morning,

When our agents reply to a ticket, the email defaults with "Hi <first and last name>".  If we don't have a first/last name for that contact it's using their email address.  How can I remove that and have "Hello" only in the email response template?  I don't see where to change this in the admin tools.  Recreate Steps: Select the Ticket, select to Reply.  Screenshot attached with private details removed and what we are looking to change.