e-mail notification - new ticket:

[gregorS]

Hi,
We have imported new language, set it up in templates and everything is working fine. But I do have a question regarding e-mails. I as an admin&staff member get all the notifications for new tickets via e-mail. I would like to fine-tune the mail, at the start of the body it says »New Ticket –» (the rest is changed to our default language). I looked at settings in admin -> manage templates, but I can’t see what I need to change (tried with search but found nothing). Help would be most appreciated.

[supportskins]

The email template you need to edit is -- alert_newticket. Make sure you rebuild the software cache after editing the template.

[gregorS]

Thanks, that helped a lot – I was searching for either a phrase or language code.

I changed the body of the massage and it's working great. But the subject in the mail still has »New Ticket – » TicketID: subject . How can I translate »New Ticket –» part in e-mail subject line?

[gregorS]

Hi,

I couldn't find where to change this. Is it supported at all?

And if I may make a suggestion to the Kayako team: It would be really good if language customization could be kept in one place, i.e., Language packet. This is the reason why we »newbie's« have such a hard time with this product. One task requires changing things in different locations – why isn't language packet used in the tickets (templates) by default?

If only there would be some docum….