canned responses

[rasmusoff]

Script URL:
Version of script: 2.2
Hosting company: localhost
URL of phpinfo.php:
URL of session_test.php:
What terms did you try when SEARCHING for a solution:

Write your message below:

when we use canned responses, it uses %%hesk_name%% as sendername.
is there a way so thet the sender is the person that owns the case.

[Klemen]

Not really sure what you mean, could you explain it in a real-life example?

[rasmusoff]

hi again

if we say that person A makes a support case
then supporter A takes over the case, and he uses a canned response to say that the case is closed.

the canned response is like this

regards
%%HESK_NAME%%
%%HESK_EMAIL%%

but the mail sendt to person A is

regards
Person A
persona@xx.xx

insted of

regards
Support A
support@xx.xx

[Klemen]

That's how it's meant to work - the information is replaced with what the customer entered, not with staff information.

To use staff information instead it would be up to you to create new tags to populate with staff info.