agents name does not update when ticket is transferred to new agent

RT-Schwabe

Hello all,
we have following problem:

When an agent replied to a ticket, his name and contact details are put in the footer of the email (set in the template - everything is ok).

%{response}

Mit freundlichen Grüßen / Best regards
%{ticket.staff}

Once the customer replied and the ticket is assigned to an other agent, the reply from the new agent will be sent under the first agents name.

So the complete ticket tree is sent by the agents name who replied to the customer at first.
In the backend it is shown correctly and each agents name is shown in the backend tree. But the email sent to the customer always includes the name of the first agent in the footer.

How can we fix this? The email should contain the footer of each replying agent.

thanks
Thorsten

KevinTheJedi

RT-Schwabe

Screenshot of Admin Panel > Dashboard > Information.
Screenshot of the Ticket header before and after.
Screenshot of your email template.

Cheers.

RT-Schwabe

what do you mean with "Ticket header before and after" ?

KevinTheJedi

RT-Schwabe

The Ticket Header before you re-assign and after so I can compare the Agents and any other helpful metadata.

Cheers.

RT-Schwabe

Ticket header with first agent assigned

Ticket header with second agent assigned

when second agent (while assigned) sends a reply, the name of first agent is put in the text using the "%{ticket.staff}"

It is curious that sometimes it works correctly as it should, but most time the name of the first agent is used. I cannot see a context when it works and when it doesn't :-(

KevinTheJedi

RT-Schwabe

Well if you need the Responding Agent's name in the Response/Reply Template then replace %{ticket.agent} with %{response.staff}. %{ticket.agent} is the Assigned/Closing Agent and %{response.staff} is the Agent posting the response.

Cheers.

RT-Schwabe

great thanks. I will try this and see how it works. thanks.