Direct links in alert templates not working

[Marvin Sanders]

After many attempts to solve this problem and a couple of open tickets with Kayako, I still can't get direct links to tickets to appear in the following templates:

alert_newreply

alert_ticketassign

Oddly, the direct link in alert_newreply works fine -- odd since the code appears to be exactly the same as in the other templates. Important to note that I'm using default templates, so it's not a code problem (at least from me).

I'm on eSupport hosted (3.00.32), but am willing to purchase the software if that's the problem.

Can anyone confirm for me that direct links *do* work in the alert_newreply and alert_ticketassign templates, and if so, what version and platform (hosted, leased, or owned) are you using?

Thanks very much,

Marv