Remove Customers Name in Reply Response

  • 18 February 2019
  • 1 reply
  • 38 views

 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.

screenshot2019-02-18at11.51.14am_39121.png

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1 reply

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Go into the admin panel/email notifications/templates


Click on the reply template


Make sure your template only says Hello and has no field after hello


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