Reply to Tickets - Messy Template

Rob.Beard.IT

Hi

When replying to a ticket with a notes update the email received by the ticket creator / user is very message.

The email received consist of:

• Client
• Ticket info
• Notes
• Recipients

The ticket creator is not going to scroll down the email to review the notes. 

I've been looking at the templates settings / custom templates and cant locate anything to create custom reply if the notes are being updated. Ideally I would like to configure the following:

Notes reply / update:

A message saying:
Your ticket has been updated. Please read the notes section

Message content:

• Notes

When a ticket is resolved / closed:

A message saying:
Your ticket has been resolved and closed.

• Ticket info

Any help would be gratefully received.

Many Thanks

pabely

Setup > E-Mail > Options is about as much as you can do, you should encourage your End Users to interact with the Web Interface rather than E-Mail unless doing some Voting of Approvals etc.