How to use a variable in a canned response

SelbyD

I wish to write a canned response so it puts the assigned agents name so it would say

%{ticket.staff} Has picked up your ticket and is looking into your request

however it dose not work we are using version 1.14.1 php version 5.6.31 and a MySOL 5.5.45 on a windows server 2019 and IIS 10

ntozier

Does the ticket have an assigned agent when you try to use the canned response?
If not then it will result in a blank.
If the ticket has an assigned agent (because they replied and you have autoclaim turned on, or because they used the claim feature) then it will result in their name.