Reply to a ticket

websafe

Hello.

A ticket is assigned to AgentA, then AgentB writes a reply to the customer. I've noticed the reply contains the footer of AgentA instead of the replying agent.

Is this normal/expected beaviour?

Can I somehow have the "right" footer (of the replying agent, bot the assigned agent) without enabling "Claim on response"?

Update
Is this because I'm using the wrong variable in the resposnse/reply template in the footer? I have there '%{ticket.staff.name.full}' in the footer. Maybe I should use something else?

ntozier

websafe Is this because I'm using the wrong variable in the resposnse/reply template in the footer?

That would be my guess.

We don't use that variable in our templates. We use signatures for that.

websafe

I want to prevent agents from having signatures, so all have to use exact the template, only the names are changed. Would it be possible to have such variable?