When responding to tickets on Freshdesk, it would be great to have a placeholder that pipes in the name of the last person that replied on the ticket.
For example, 1 person could raise a ticket, the agent responds, but then a second person at the requester’s end could respond.
In this case, when the agent replies, the placeholder greeting would still say the original requester’s name.
+1I think that they do:
https://support.freshdesk.com/en/support/solutions/articles/52630-understanding-dynamic-content-and
| {{event_performer.name}} | Event performer's name (either agent or requester) |
| {{event_performer.firstname}} | Event performer's first name |
| {{event_performer.lastname}} | Event performer's last name |
Already have an account? Login
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
