Editing Reply Templates

[mdmbud]

Hello everyone!

I am hoping someone here may have the answer for this. I am trying to make modifications to the template email that is used when a Staff Member Replies to a Client.

In the Reply Email to the Client, there is the following information:

Ticket Details
===================
Ticket ID: TEG-855248
Department: Website Support
Priority: Medium
Status: New Ticket

Would someone be able to give me, or tell me where I can find, the code to add the Ticket URL, Username and Password to this list? I am trying to make that section appear like the following:

Ticket Details
===================
Ticket ID: LINK TO TICKET HERE (just like in the auto-responders)
Username: UsernameHere
Password: PasswordHere
Department: Website Support
Priority: Medium
Status: New Ticket

I attempted to paste the variable code in from the Auto-Responder Template, but I unfortunately broke replies entirely so I'm not sure what I did wrong.

Any help would be appreciated!

[supportskins]

I do not believe this is possible by default. In Kayako not all variables work in all email templates. Unfortunately there isnt a list available for which variables work in which template. I think it is very much required. To add this feature, you need to modify the software source code.

[RandyK]

mdmbud,

Did you ever find a solution?

-Randy