Editing email templates

[sebek]

I would like to remove the line that states:
"New Ticket: <subject>"

that shows up in the body of the email that the staff receives after a new ticket has been created. Does anyone know where I would edit this?

Also, can you point me in the right direction to in order to fix our desk so that when a staff replies to a ticket via email, it doesn't include all of the junk in the ticket from the email reply?

Thanks for your help.

[sebek]

Anyone got an answer to this. V3 doesn't appear to be as easy as the v2

[jc11]

Hello Sabek, it is necessary to go to admin CP, click on templates, then look for the template staff_reply under tickets and there you can edit this line

Best,

[sebek]

this doesn't tell me much, especially since there is no staff_repy. There is however a email_staffreply, but what part of the code do I remove to edit this out? Need also to know how to edit out the New Reply: Subject on the emails to admin.

[jc11]

Hello Sebek, please contact me a jrodriguez [AT] softairltda.com and I will send you the modified template

Best,

[sebek]

appreciate your help. you can send it to naric99 at yahoo.com or just post the changes here if you could as I am sure others would like to know this as well.

[jc11]

Ok I will do that as soon as possible, thanks sebek

[jc11]

Hello, here is the modified template alert_newticket

<{if $alerttype == "sms"}>
<{$alertdata[contentssms]}><{else}><{if $ishtml == true}><font face="Verdana, Arial, Helvetica" size="2">
<BR><BR>
<{$alertdata[contentshtml]}>
<BR><BR>
<fieldset style="margin-bottom: 6px; color: #333333;FONT: 11px Verdana, Tahoma;PADDING:3px;">
<legend><{$language[ticketdetails]}></legend>
<{$language[articketid]}><{$ticket[fticketid]}><BR>
<{$language[ardepartment]}><{$ticket[department]}><BR>
<{$language[arpriority]}><font color="<{$priority[frcolorcode]}>"><{$ticket[priority]}></font><BR>
<{$language[arstatus]}><font color="<{$status[statuscolor]}>"><{$ticket[status]}></font><BR>
<{$language[arlink]}><a href="<{$swiftpath}>staff/index.php?_m=tickets&_a=viewticket&ticketid=<{$tic ket[ticketid]}>"><{$language[arclickhere]}></a><BR>
</fieldset>
</font><{else}>

<{$alertdata[contentstext]}>

<{$language[ticketdetails]}>
===================
<{$language[articketid]}><{$ticket[fticketid]}>
<{$language[ardepartment]}><{$ticket[department]}>
<{$language[arpriority]}><{$ticket[priority]}>
<{$language[arstatus]}><{$ticket[status]}>
<{$language[arlink]}><{$swiftpath}>staff/index.php?_m=tickets&_a=viewticket&ticketid=<{$tic ket[ticketid]}><{/if}><{/if}>

[sebek]

Hi JC,

Still getting the line that reads "New Ticket: Subject"

Any other ideas?

[Neil-UKWSD]

Hi,

Make sure you clear the cache folder after editing the templates.

[sebek]

good idea Neil

[kaviar]

Hi,

I'm curious to know, if i want to add the name of the user submitting the tickey to the same template above, what would i have to add/edit?

Cheers

Kaviar

[Neil-UKWSD]

Hi,

Try the tag:

<{$ticket[fullname]}>

[sebek]

Thanks JC and as always thanks to you to Neil. Got it under control.

[sebek]

one more question actually.

HAving a problem with people mailing from Thunderbird or even a mac to where there is no breakline or anything kayako can recognize to filter out the conversation.

Do you know how to add " ------Please Reply Above Line -------" to the email sent to client so that is doesn't show up until after they click on their reply button? Or is this handled via the email client. Seems the problem is coming again from THunderbird and mac users where it is putting the entire message they reply back with in the ticket along with the previous message making for a cluttered ticket and email.