+1Adding the tag {{ticket.agent.name}} to the email reply template only inserts the name of the assigned agent. If no agent has been assigned, it’s blank. If you’re replying in a ticket that’s assigned to someone else, it’ll pick up that other agent’s name.
There should be a tag that inserts the name of the agent that’s currently logged in.
+8Hi
Greetings from Freshworks community. The Ticket Agent name placeholder would pick up the agent’s profile which is assiged to the ticket and not the event performer. I suggest you to use Agent signature here whch would help in this use case where a different agent is responding on behalf of the assigned Agent. Feel free to reach out to us if you require any further assistance.
Regards,
Yusuf Ahmed
I don’t understand why there isn’t a placeholder for something like {{agent.loggedin}}. This would solve the issue where many agents forget to “pick up” a ticket before replying, resulting in no name being included in the response.
Additionally, the signature formatting is extremely limiting. It’s not possible to edit it as HTML or utilize placeholders, making it practically useless.
+5Adding the tag {{ticket.agent.name}} to the email reply template only inserts the name of the assigned agent. If no agent has been assigned, it’s blank. If you’re replying in a ticket that’s assigned to someone else, it’ll pick up that other agent’s name.
There should be a tag that inserts the name of the agent that’s currently logged in.
We are facing the same issue. It is particularly tricky when you need to reply to a ticket that you raised as an agent.
+2I came here exactly for this - we have been having this issue recently,
There are instances where additional agents are required to make comment or reply to end users, but as they are not the assigned agent, they will ahve to actively change the name of the agent at the bottom of the email.
+4this is YET another example of a use case where fillable field controls in the canned replies and notes would be extremely helpful.
+9
This would only work in freshdesk right? Im looking for the solution in freshservice!
+9
Haha so fine. But this dynamic field does not work in freshservice :(
+1Yeah unfortunately there’s no solution to this problem unless I replaced it with {{agent.signature}} and made everyone create a signature that’s just their name. That’s not the worst solution in the world, but not one I have any interest in implementing for all 150 users
To be honest, it should pick up whomever clicked the reply or forward button and not who the ticket has been assigned to. What if you have multiple agents working on the same ticket? This would then need to be manually updated each time a different agent sent an email. People should not be able to send an email under someone else’s name.
Hi Everyone,
Thanks for sharing your inputs towards this use case. At the moment, we acknowledge that we are unable to use the {{ticket.agent.name}} placeholder in canned responses on ticket replies when agents reply on tickets they are not assigned to, nor does the {{event_performer.name}} placeholder work in canned responses.
For now, we would have to resort to using agent signatures as a workaround. This could be picked up as an enhancement at a later point. We apologise that we don’t have a concrete timeline for the same.
Thank you for your understanding here and for sharing your thoughts on this community!
Regards,
Arputha
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