1 Reply Latest reply on Aug 6, 2015 12:46 PM by garciann

    Can Default or Built-In email templates be modified?


      For example, for the Outgoing email template Default Ticket Greeting, it is coded as follows:


      <first_name>, thanks for using the service desk ticketing system. You can check the status of your ticket (<ticket_id>) at



      Can additional text be added such as, "Please do not reply to this email directly, to update this ticket, please click on the Add Note link below or email support@mycompany.com directly, reference your Ticket number." (without the quotes)


      I tried modifying a template and hit Save, but it's not showing up with the added text.  Or do I need to create a custom template?