Email to Customer after Staff Replies to Ticket

[WebLogic]

I have edited just about every ticket template in the system.

How, what and where can I edit the content that goes inside the email that gets sent to the user, when a staff member post a new reply.

I am using text format system.

[WebLogic]

I need help with this please.... anybody?

[WebLogic]

Here is what I'm trying to achieve....

I do not wish to use piping or pop3 integration.

I always want my users to login to their esupport account to add replies to their tickets. This way, they have a chance to discover other help documents or maybe even buy more products from me. I want to get them on our site, period. Not just email back and forth once a ticket is open.

When we get a new ticket, and make a reply to it, here is what goes out to the user to notify them that a response has been made:

<begin sample email>

----------------------------------------------

Here is the text of the reply by staff member.

Best regards,

Brian J.

Support Admin

My Software Company Name

Ticket Details
===================
Ticket ID: QNG-419488
Department: General Support Department
Priority: Low
Status: Open

---------------------------------------------------------
</end sample email>


I want to edit what gets sent here, but I just can't figure out which template to change. And I have changed them all to no avail.

I would like it to say something like:

<begin email sample>

Hello, This is to notify you that a new reply has been made to your trouble ticket. Please click the following link to view your ticket or to add new replies.

<link goes here to ticket>

Best regards,

Brian J.

Support Admin

My Software Company

Ticket Details
===================
Ticket ID: QNG-419488
Department: General Support Department
Priority: Low
Status: Open

</end sample email>

How can I do this. I am stumped. I have look at all templates, languages and all phrases and can't find a way to edit the email that gets send to our customers once we reply.

I have been able to edit other types of emails, as they have corresponding templates.

Hopefully I am just missing something and overlooking it and somebody can tell me what to do.

Thanks in advance.....

[timw]

I would like to know about this issue too.... anybody?

[Neil-UKWSD]

Hi,

Make sure you empty the cache directory after editing the templates or your changes will not show.

[rippleweb]

I'm curious about this as well...I cannot find the template to edit as well. Can someone please state what the template is and the syntax for the link to the ticket.

Thank you in advance,

Raphael

[WebLogic]

Originally Posted by Neil-UKWSD

Hi,

Make sure you empty the cache directory after editing the templates or your changes will not show.

Neil,

How do I empty the cache directory? Where is it located?

I see some cache files inside the admin panel, but there is no delete buttons. Just a view. Maybe its somewhere else?

[MatthewM]

/path/to/v3/cache

just delete those random php files and your set

-Matt

[Toftloekke]

Hi,

I would like to do what WebLogic did. But what template did you edit this in? And what did you remove/insert?

Kind regards,

Mikkel

[kaviar]

Same here, I'd like to know how we can edit staff autoresponder replies, ie new tickets, staff replies etc.

Kaviar

[Swish]

perhaps its related to this:

Keep Tickets hidden if sent to Private Departments

[Swish]

Sorry, try this one:

Problem with changing email templates

[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 http://forums.kayako.com/showthread....9445#post29445. Would someone from Kayako please advise: is this a known bug? and when will it get fixed?

if your emails dont send, (like mine). use the SMTP Function rather that PHPMailer.

This fixed it for me

[maxxx99]

You have to edit the "language phrases"

take a look at the text you find in your response and search for this phrase - that way you can edit the text!

hope that helps