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 firstname.lastname@example.org 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?
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.