response mail first in conversation

remigius

Is there a way to flip the way the response mail is made. I want the newest reply first in the mail, now its the clients ticket and below that my awnser

KevinTheJedi

@remigius

If you are talking about the full thread variable, you can use %{ticket.thread.complete.reversed} to reverse the thread order.

Cheers.

remigius

Hi @KevinTheJedi,

Thanks for the quick reply.

That's probably the better way to describe it 😃

Can you point me to the right direction were to change this variable, kind of new to this.

Thanks in advance

KevinTheJedi

@remigius

Go to Admin Panel > Emails > Templates, click on the desired Template Set, open Response/Reply Template, and add/change the variable anywhere you'd like. Below is an example:

Cheers.

remigius

Hi,

this is not what i ment, i am going to try and explain it better.

customer sends a ticket
Agent will reply to the ticket
The email the customer recieves will show his question first and below that it will show the agents response.

Can it be so that the reply on the mail is always shows first

ntozier

Maybe you need:
Original ticket body: %{ticket.thread.original}
And the response.