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.