Replies to tickets at the top of email

[opus_petes]

Hi,

Just wondering if I can get the replies to the emails sent to customers put at the top of the email instead of the bottom. It is a natural order for people to read from top to bottom and the recent reply would be much better up top by default.

At the moment, most users are saying, "I got your reply but it doesn't say what you did" mainly because they don't scroll their way to the bottom of the email and see it.

Is there a simple setting for this which I have missed, or can I just cut and move some script so it then appears below the initial job text in the email.

Cheers

[Klemen]

Feel free to edit email templates, here's how:
http://www.hesk.com/knowledgebase/?article=35

[opus_petes]

Thanks but not sure that is what I am after. When you get a reply to your job (being closed for example), the original wording of the request is at the top of the email. Any further and ongoing replies are below this original text. What I want to do is move any replies after the original job to the TOP of the email.

I think where I am after is in reply_ticket.php under the "/*Format e-mail message */" section. Approximately line 187. but not 100% sure.

[Klemen]

Sorry, but I'm really not sure what you mean here - HESK sends out individual emails, not replies on top of (or bottom of) replies.

Perhaps your email client/provider is organizing HESK emails into a single thread? If this is the case your email client/provider should have a setting to send latest replies to top.

[opus_petes]

Ok will try to explain here

When you get a ticket it goes something like this

Ticket name Here
Ticket number here
Subject line here
________________________________
Body of text here that describes issue
________________________________
Other random text here

When I add a comment or a reply to the ticket it shoots back the email to the user and looks something like this

Ticket name Here
Ticket number here
Subject line here
________________________________
Body of text here that describes issue
________________________________
New text from comment here
_________________________________
Other random text here

What I want is for this new comment text (New text from comment here) to appear ABOVE the part that says "Body of text here that describes issue" The reason being is that users (bless them) are not reading all the way down the bottom of the email to see what comments are being added by the admins. The general rule of reading an email is to see the newest reply at the TOP of the email, not at the BOTTOM. So users are simply thinking that we have sent a reply with nothing written in it because they are too lazy to read through the entire email. Can we shift the code around so that any new replies end up at the TOP of the email that gets sent?

Hope that makes sense?

[Klemen]

Wait, wait - so you are actually talking about tickets page, not email notifications? So you mean the newest should be on top when you view the ticket.php?track=XXX-XXX-XXXX page?

[njs]

Yes, I hear the same from our users -- they would like to see the latest reply on top so, they don’t have to scroll down to the bottome of the ticket to see what our staff just posted.

Thanks
njs

[Klemen]

This requires some editing of the source code, will see if I can add this as a feature to the next version (no promises though).

[opus_petes]

Sorry Klemen, yes I meant the tickets page. Apologies for the confusion. I was referring to the email they get sent that directs them to the page. I got myself so confused

Appreciate you looking into this, not a biggy, but would be quite nice to have the replies at the top.