Am I thinking about this wrong? I have POP3 fetching turned on. Tickets get created correctly when a customer sends an email to support@[domain.com] so there's no problem there. When staff replies to a ticket, the customer receives an email letting them know the ticket was replied to. I was thinking the reply would give the customer details of the reply and include the text "------ Reply above this line ------" as I have "strip quoted reply" turned on. The email below is what I get instead. Any help is appreciated!
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Dear xxxxx,
Our staff has just replied to your ticket "Test ticket".
You can view the ticket here:
http://10.101.0.100/hesk/ticket.php?tra ... resh=25164
Sincerely,
Helpdesk
http://10.101.0.100
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[solved] Replies to customers don't contain detail
Moderator: mkoch227
[solved] Replies to customers don't contain detail
Last edited by ecallenil on Thu Mar 06, 2014 1:56 pm, edited 1 time in total.
Re: Replies to customers don't contain detail
To include the message in email notification, you will need to modify your email templates (use the %%MESSAGE%% tag).
See here for details:
http://www.hesk.com/knowledgebase/index.php?article=35
See here for details:
http://www.hesk.com/knowledgebase/index.php?article=35
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Re: Replies to customers don't contain detail
I will do that. Thanks for your help!