E-mail Templates

dough boy

So I am setting things up and I want to use the %staff variable. Basically the default template that is sent to users says "A staff member" has replied. Well, this to me is a little too informal.

I switched it out with the %staff variable thinking it would replace with the staff member that sent the message. When the e-mail arrives all that is there is %staff.

I am assuming this means the variable is not "exposed" at this level. This to me makes no sense. We know who commented on the ticket, so of course we should be able to tell in the e-mail who said it.

Am I missing something?

Thanks

ntozier

Go to admin panel -> Settings

see if "Hide staff's name on responses." is checked.

If it is you can uncheck it and it will tell people what staff member actually replied to a ticket.

dough boy

Thanks for helping, but it isn't checked. Here is what the template shows:

%name,

%staff has replied to your support request "%subject (#%ticket)" with the following response:

%response

We hope this response has sufficiently answered your questions. If not, please do not send another email. Instead, simply reply to this e-mail with the subject line intact.

%signature

Everything above is translated when someone replies to a ticket from within the control panel except for %staff. "Hide staff's name on responses." is not checked in the admin.

Thanks.

peter

Staff variables are not substituted on reply. We'll add it to the next version.

dough boy

Thanks for the info...I might go about adding it in for the meantime though.