So is it possible when answering a Ticket to get by default a salutation with last name placeholders and a final sentence? I looked (probably not) everywhere for a template to create this, but no luck so far.
Thanks!
Ticket answer salutation and final sentence
Yes, you can create a Canned Response in the Knowledgebase (in the Agent Panel). If you want the last name you can use the variable %{ticket.user.name.last}.
Canned Response
Selecting Canned Response (Post Reply)
Canned Response Displayed
Cheers.
Yes, I know it can be done with a canned response. I wanted to see if the textarea can be filled automatically when creating a reply, without the need to choose from canned responses.
No, you will need to modify the codebase to accomplish what you are looking for.
Cheers.
Thanks for the answer. Only wanted to know if I missed something.
Actually you should be able just edit the email template to have the variable in the email template and achieve this.