Hi apologies is this has been covered somewhere else but I couldn't find where. I am currently writing a load of canned responses for our OS Ticketing system as well as modifying the Autoresponder template and I would like to remove the large bold Dear User, that is automatically added, I already have the Hello %{Ticket.Name.First} variable set in the lower body of my text. There is no visible sign of the other variable and I cannot identify any default settings or menu items.

Please see attached image for a better explanation.

Many thanks,
Peter

      6 days later

      Hi Kevin,
      once I found the Response/Reply Template and realised that the top line was formated as a Heading with a larger font and in bold I was able to solve my issue, thanks very much for the answer, top man 👍🏻👍🏻👍🏻

      You also could have just removed the text from the canned response since it was already in the template. 🙂

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