Email Repy - to include ticket original message

[katherine]

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We are supporting our eBay customers.
eBay customer email comes with some special tag for email reference ID. When we reply these tickets, if the reply email is only the replied message portion without including the original email that eBay sent us which has the email reference id info, then eBay will fail to deliver the message to the customer.

Is there a way for the replied message to include original ticket message?

[Klemen]

You can modify email templates to do that, see here:
http://www.hesk.com/knowledgebase/index.php?article=35

[unadonis]

Followup question: Is there any downside to adding YOUR response to the new_reply_by_staff.txt template?

I'm using email piping and as far as I know it works 100%.

Right now it just says:
You can view the ticket here:
%%TRACK_URL%%

If I added the %%MESSAGE%% tag to that template, the response to them would be in the email. It seems more convenient for the user not to have to click the link, but obviously that would cause a huge number of people to start replying directly to the new_reply_by_staff emails instead of submitting from within Hesk after clicking through, which could theoretically make things a little less reliable. (?)

Is it a good idea to add the %%MESSAGE%% tags, or a bad idea, or it really doesn't matter one way or the other? Thanks for any feedback/suggestions. (Note to other users reading this: It's a REALLY good idea to customize the email templates to give it a personal touch.)

Thanks in advance for your feedback. I don't want to add the MESSAGE tag if it makes anything even slightly less reliable.

[Klemen]

It's should work fine. In fact, I will probably change the default templates in the future to include the message as well.