Currently there are hard-coded entries that we as administrators are not able to move or remove.
For instance, the hyperlinked ticket number and company logo.
You can remove the company logo by checking the bullet to 'No' for Include Graphics In HTML E-Mail in Settings>Email>Options. Not a great solution at that...
You cannot, as far as I'm aware and with assistance from Tech Support, remove the hyperlinked ticket number at the top of the E-mail.
I propose that Variables be made for each of these hard-coded entries so we can change the summary appearances for our clients.
Currently when a Client receives a notification of an update from WHD, the subject link is modified so it includes the ticket number and status at the beginning of the line. This removes the ability to see what the ticket subject was regarding in the summary/quick view on mail clients like Outlook or on mobile devices.
It also, as aforementioned, adds a hyperlinked ticket number and brief assist message. This makes the body preview also difficult to differentiate because now you have 2 lines with the same information in the clients summary window, and is now indistinguishable from ticket to ticket without clicking on the E-mail notification to see the full details.
To make matters worse, depending on your client notification settings, the client may receive multiple notifications without any important information or action they need to take, so the Client will need to click on every E-mail received to make sure there are no action items. In short, it has the potential to spam the user. While these settings are configurable, this would not be an issue (or at least far less of an issue) if the E-mail templates for fully configurable with variables for placing this information in ways that make sense to each company supporting this product.