Response/Reply Template assistance

Daedalus01

So I found an issue ( probably on my side) with the Response/Reply template. If the Ticket gets assigned to a different agent than myself, and I have essentially %{ticket.staff} in there, it will say the reply came from them instead of me.

I have a section that says "" %{ticket.staff} in the %{ticket.dept} has added the following message to the ticket"".

I have the ticket assigned to bill, but if I reply and add to the ticket it will say Bill added the message to the ticket even though I did. I tried to change it to %{ticket.thread.poster} but it says its not a supported variable for this email template. Is there a variable for the response/reply template that it doesnt matter who its assigned to, that whomever posted the last message or update that it will display their name?

TIA,

David

ntozier

The %{ticket.staff} is the variable that displays the agent who the ticket is assigned to.
Sounds to me like it is working as intended.

Daedalus01

Well, I agree with you on that @ntozier. I just need to find out if there is a variable that allows it to be the LAST person that entered a message rather than the .staff variable. I thought it would be .thread.poster, but it does not like that variable.

Daedalus01

for anyone else that is curious about this as well, I have found the solution. The variable %{poster.name} will allow you to have it to where the updates will let the ticket submitter know Who the last person posting a message to the ticket was even if the ticket is assigned to a different Agent.