Answered

prevent requester name and agent name in email replies.

Whenever I reply to a ticket the agent name is put at the top of the reply like this.



Agent Name:


comment goes here



I have removed the ticket.agent.name placeholder from the email notification but it still shows up.


Best Answer

Hi,


In case of email replies, you can navigate to Admin -> Email notifications -> Reply templates -> Agent reply template section and remove any placeholder that populates the agent name.


@Damien :


The default behaviour of the placeholder is that it fetches the commenter name along with the comment . Sorry that it is not possible to remove the agent name from being displayed when you use this placeholder.


Cheers!


1 person has this question

Yes, how do we remove the Agent Name from this placeholder:


{{ticket.latest_public_comment}}

Answer

Hi,


In case of email replies, you can navigate to Admin -> Email notifications -> Reply templates -> Agent reply template section and remove any placeholder that populates the agent name.


@Damien :


The default behaviour of the placeholder is that it fetches the commenter name along with the comment . Sorry that it is not possible to remove the agent name from being displayed when you use this placeholder.


Cheers!

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