Hi,
The notification ‘Requester Notification / Agent Replies to Ticket’ isn’t currently available for updates like the other notifications. It would be great to have this added to the notification list so we can customize it in the same way.
We’re able to update the ‘Requester Notification / Agent Adds Comment to Ticket’ (used when the agent clicks the 'Add Note' button), but that doesn’t cover the scenario where the agent clicks 'Reply' button. Having both options editable would help us ensure consistent and clear communication with clients.
Thanks,