Hi,
When staff reply to tickets via E-mail, the client gets the "message added" notification emailed to them. However, if I change the e-mail template in the Admin Panel to include %message, then it sent to the client as %message instead of including the ACtUAL message.
I am using the pipe function to receive emails, which is working for both staff and clients - all being appended to the correct ticket.
When staff replies via Email, the client is getting the "new message auto response." If I put %message in the template, it still gets sent to the client at %message.
BUT, I reply using the staff control panel (instead of the e-mail reply hack), then the client gets "Ticket Response/Reply" template, and the %message displays correctly.
What other information do you need to help me get this working? Its for a box that's going into production like this week and need an urgent fix. If no answer is known, any developers here want to give it a shot troubleshooting for a friends & family rate? ;)
