Problem with changing email templates

[Swish]

We have been trying to make some adjustments to some email templates - like autorepsonder and staff_reply.

We are making the changes and clearing the cache but emails sent out were exactly the same and not showing the alterations.

We then adding some text to the very top of the email and it worked.

We have now come to the conclusion that in the email templates, any changes made under the "<{if $ishtml == true}>" statement on the very first line does not come through in the emails.

But, if we add changes above the line with "<{if $ishtml == true}>" then it comes out exactly as it should in emails.

Why aren't the changes made under <{if $ishtml == true}> working?

We have considered just deleting the <{if $ishtml == true}> statement but don't know the effect of that and so have left it.

Any help would be great

[v0lc4n0]

I guess it depends on if you've got enabled Enable HTML Emails. If you enabled HTML emails, then changes must be done in <{if $ishtml == true}> section, otherwise you have to do changes outside this section.

[MeUK]

Hi, We're trying to do the same thing and are having the same problems...

Where do you turn HTML emails on? Can't seem to find that option anywhere...

Thanks in advance

[MeUK]

Have found that... sorry.

HTML was actually switched on. Our changes just don't seem to be making a difference.

[v0lc4n0]

In Admin CP, Settings -> CPU Optimization & Server Settings -> Enable HTML Emails.

If you don't have enabled HTML, you have to do you changes outside

<{if $ishtml == true}>
...
...
<{/if}>

section.

[rakesh]

I'm having the same problem (regardless of where I make the changes and what the HTML setting is) and I see it talked about over here as well Email to Customer after Staff Replies to Ticket. Would someone from Kayako please advise: is this a known bug?