Good afternoon everyone,
First time poster here. 😁
I’m trying to update our Agent Reply template to give greater visibility to our requesters on who is replying to the ticket. I’ve tried updating the template with the Agent Name placeholder but when I’ve tested this, if the agent replying is different to the assigned agent on the ticket then the assigned agent’s name is included not the agent responding. Hope that makes sense 😫
Is there a placeholder I can use that references the agent providing the response regardless of who the ticket is assigned to?
For business continuity purposes we review each others queues when someone is on leave or sick so this would be handy to communicate to the requesters.
