It seems like a Freshdesk update has changed the emails that users receive for watched ticket notifications. Previously users would receive an email notification when a ticket they were watching was changed/replied to/note added etc. The email contained a link to the watched ticket and when clicked the link would simply open the watched ticket to review it. Now, the link in the email opens the ticket but it opens the ticket in Reply mode, so the user is in the reply box. My team does not like this. Is there any way I can alter this email template?
Thank you,
j
