Question

Firstname only in Agent Reply Template gives also Lastname in Reply

  • 4 October 2021
  • 4 replies
  • 340 views

Hello,
 

We have made a really simple Agent Reply Template saying that when we choose to reply on a ticket, there will be automatically the text: Hallo {{ticket.requester.firstname}},

BUT sometimes;
when we hit Reply, it does starts with Hallo {{ticket.requester.firstname}},{{ticket.requester.lastname}}

So, sometimes it adds the requesters Lastname.
Anf that while it is jnot configured to appear  in the template.
Anyone any idea?

Lookin forward to hear from you.

With kind Regards,


Chris


4 replies

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ironic that you can’t get support from a company providing support services to other companies

Userlevel 3
Badge +6

… and the Agents first name is not available at all...

Userlevel 6
Badge +10

ironic that you can’t get support from a company providing support services to other companies

They have a official support as well. This is a community forum. 

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Hi!

 

This is a function we really need as well. 
Hope an employee gets back here soon.

 

We also need ticket agent first name and last name split, instead of full name

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