Modifying Email replies to tickets

[dave@lucidltd]

Hi, i was wondering if anyone knew how to disable the addon of news and my outlook signature when posting replies to tickets? i have had a look through the templates section in ADMINCP but i couldnt figure it out. id really appreciate any help. i would just like the reply of the ticket to only say what i have typed

[Andrew Scott]

Hi Dave,

Please have a look into admin -> templates -> tickets -> email_autoresponder

There you can find lines like "foreach key=newskey value=newsitem from=$news" this is news, you can remove this loop to send only the text that you want to send

Please let me know what templates you need to modify and I'll tell you what to remove.

Andrew, Holbi

[dave@lucidltd]

Thanks Andrew, thats the news sorted out. The only other thing for now is how to remove my outlook signature from the replies to tickets i.e. if i want to display to the customer "your problem has now been resolved" and its then followed by my outlook signature, i have looked at postreply and email_staff reply but to no avail

thanks again for your help

[Andrew Scott]

Hi Dave,

Let me clarify, you reply messages to Kayako to some email like "something@somehost.com", then Kayako parses this email and sends it
to your customer. And inside of the email that kayako sends to the client you want to remove your Outlook signature.
Please let me know if I'm right.

Andrew, Holbi

[dave@lucidltd]

yeah it automatically puts in my outlook signature, its also visable when the user checks the reply on kayako itself

[supportskins]

You cannot filter out your signature which is sent from Outlook. You will have to disable this setting in MS Outlook.

[dave@lucidltd]

Its understandable it appearing in the email that the customer recieves, i would just like to have it removed from the reply which appears on kakyo itself. Is this possible??

[Andrew Scott]

you have to recode parser to accomplish this task. It is not possible to do with templates or configuration.

Andrew, Holbi

[dave@lucidltd]

how would i go about doing that?

[Andrew Scott]

Originally Posted by dave@lucidltd

how would i go about doing that?

It is a bit complex task. You should use regex to check all incomming emails and than remove/replace them, most of the parser functions are in modules/parser directory.

Andrew, Holbi