It would be really nice to have an expandable variable like %{ticket.agent} or %{agent} which could be used in email templates and which would contain the current agent's data. Short scenario:

Ticket is assigned to Agent-A. Agent-B decides to write a reply to the customer (user). The reply/response template contains %{ticket.staff.name.full}. This will cause the user to receive a reply with Agent-A's staff.name.full instead of the replying Agent-B staff.name.full.

If there was a %{ticket.agent.name.full} or %{agent.name.full} variable for use in templates we could create e-mail templates with unified/consistent site-wide signatures included, only agents name/ phone/ e-mail /etc. would be substituted.

If it's possible to achieve this by writing a plugin, please point me in the right direction. I really need this. I don't want my agents to mess up their signatures or forget to select the right one.

a year later

I can't believe something like that does not exist, honestly. This is basic stuff that's needed.
We recently switched to osticket and I'm really starting to become dissapointed because of little missing things like that.

    DarkTexas

    We hope to expand the template variables in v2.0 (full codebase rewrite). The new rewrite will give us the ability to expand all parts of the software. Please stay tuned.

    Cheers.

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