Need customer to read support feedback right inside email

[mattobell]

When an user (ie agent or support person) replies a ticket, the customer gets the message such as:

Hello,

A customer has just replied to ticket "Why did this work?".

You can manage this ticket here:
http://hostname/admin/admin_ticket.php? ... resh=70152
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My question: For the customer to see the comments from the support agent, he has to open the ticket in helpdesk. How can we append the message to the body of the email (including any attachment) so that customer can read the feedback right inside the email and then reply without necessarily going into the ticket on the web?

Thanks
Dare

[Klemen]

Yes, you can modify email templates to contain the message by adding %%MESSAGE%% into the email template.

Here is an article with more details:
http://www.hesk.com/knowledgebase/?article=35