Can the reply email include the answer instead of just a link to the ticket thread?

[pdxdoug]

Script URL: helpdesk.pdxwholesaleflorist.com
Version of script: 2.7.3
Hosting company:
URL of phpinfo.php:
URL of session_test.php:
What terms did you try when SEARCHING for a solution: "Answer in reply email"

Write your message below:
My apologies if this has been previously answered--- as opposed to the user getting an email notification:

Dear User,
Our staff has just replied to your ticket "Website Inquiry from Seattle Wholesale Florist".
You can view the ticket here:
http://pdxwholesaleflorist.com/helpdesk...

Can the email reply to the user include the answer to the user question rather than just a link to the ticket thread?
something like:

Dear User,
in reply to your ticket:
the answer to your issue is blah, blah, blah.

You can view the ticket here:
http://pdxwholesaleflorist.com/helpdesk...

[mkoch227]

You can use the %%MESSAGE%% tag in the proper email template(s) to include the ticket/reply message. For more information, check out https://www.hesk.com/knowledgebase/index.php?article=35. You can actually edit the email templates directly in HESK (by going to Tools -> Email Templates) and not have to open them manually (the KB article appears to be a little bit outdated).

[pdxdoug]

Thanks Mike!
I’ll take a look at the knowledge base article.

[Klemen]

(the KB article appears to be a little bit outdated).

Fixed