When an agent replies to a ticket, then the footer of the email contains the following text:.
You can reply to this email directly.
To change the text, you need to follow these steps:
Go to Settings > Mailboxes.
Click on the Mailbox Configuration button.
Enable the Tickets email footer option.
Make the desired changes.
Click on save changes.
Remove
Here are the steps to remove the footer:
Go to Settings > Mailboxes.
Click on the Mailbox Configuration button.
Turn off the toggle next to the Tickets email footer.
Click on save changes.
Supported Variables
In addition to the ticket placeholder variables, you will have the following variables for the receiver of the email:.
Please be advised that the receiver variable will not always be available.
Receiver
Attribute |
Type |
Usage |
|---|---|---|
id |
|
|
|
|
|
name |
|
|
first_name |
|
|
last_name |
|
|
subcriber_type |
|
|
Subscriber Types:
subscriberThe user is subscribed to the ticket. The user is marked as a subscriber when the ticket's assignment changes.requester-The user has requested/authored the ticket.submitter- The user has created the ticket on behalf of the requester.assigned- Ticket is assigned to the user.mentioned- User is mentioned on the ticket.commented- The user has commented on the ticket.
Example
To add a footer like this:
—
You are receiving this because you were assigned.
Reply to this email directly, or view it on neetoDesk!
You can use the following code:
—
{% case receiver.subscriber_type %}
{% when 'subscriber' %}
You are receiving this because you are subscribed.
{% when 'requester', 'submitter' %}
You are receiving this because you authored the thread.
{% when 'assigned' %}
You are receiving this because you were assigned.
{% when 'mentioned' %}
You are receiving this because you were mentioned.
{% when 'commented' %}
You are receiving this because you commented.
{% endcase %}
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