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

    Can Default or Built-In email templates be modified?

    garciann

      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

      <login_url>

       

      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?

       

      Thanks.

        • Re: Can Default or Built-In email templates be modified?
          garciann

          I just answered my own question, I was modifying the Default Ticket Greeting, but I actually had to modify the Open Ticket Greeting.  I discovered this when I did a ticket update and saw the modified message on created on the Default Ticket Greeting but I also needed to make these changes to the Open Ticket Greeting as well for newly issued tickets.