The current Agent Reply Template is a nice feature, but kind of crude.
Unlike the other Email Templates the Agent Reply Template refers to the whole reply content, nut just the email content.
That means everything inside the template (i.e. ticket link, other additional information) is added in the reply itself and is included in the ticket overview thus.
But these information out of the template is unnecessary in the overview and repeated in each reply.
The solution would be to transform the content template to an email template with placeholders (like {{reply.content}}) as it is handled with the other ones.
Closed for Voting
Agent Reply Template Improvement
Hello,
I agree with this. When I respond to a ticket I just want to hit a reply and have a nice clean reply box, then when I hit send the rest of the content is pull from an e-mail notification template and the reply is added via a placeholder.
At the moment we are going to have to advise staff NOT to use the reply but use a Public Note instead so that it goes out via the "Agent Adds Comment to Ticket" template.
Regards
Sam
Hello,
I agree that this template doesn't look that great.
We are just starting up our support portal and I think we will have to use Public Note as Sams tipped about (thanks Sam). But I'm a bit afraid this also looks a bit clumsy since the comment gets included in the email, I would have preferred a general text and the link only.
Does anyone know if there is a way to deactivate that the full ticket prints in the email?
Otherwise I agree with Matthias and would love to be able to have an editable reply template under Requester Notification.
BR//Eva
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