esupport modifying staff email template

[cgchris99]

I am trying to modify the ticket reply by our staff.

email_staffreply is the one I am changing but it doesn't seem to change what is sent to the customer.

Am I missing a step somewhere? I am trying to remove department and priority from the email msg.

I still get department and priority listed in the email that is sent to the customer.


This is what the template currently looks like after my changes
------------------
<{if $ishtml == true}><font face="Verdana, Arial, Helvetica" size="2"><{$contentshtml}>
<BR><BR>
<fieldset style="margin-bottom: 6px; color: #333333;FONT: 10px Verdana, Tahoma;PADDING:3px;">
<legend><{$language[ticketdetails]}></legend><BR>
<{$language[articketid]}><{$ticket[fticketid]}><BR>
<{$language[arstatus]}><font color="<{$status[statuscolor]}>"><{$ticket[status]}></font><BR>
</fieldset>
</font><{else}><{$contentstext}>

<{$language[ticketdetails]}>
===================
<{$language[articketid]}><{$ticket[fticketid]}>
<{$language[arstatus]}><{$ticket[status]}><{/if}>

[arteryplanet]

make sure to clean the "cache" directory after the change.

[amiklein]

Hi,

I've the exact same issue - the emails are still showing the old template. (I've removed the Priotiry field from the template)

How do I clean the cache? I've looked for it in the manuals and haven't found it.

BTW, I'm using eSupport 3.00.13 hosted version.

Thanks,

Ami

[craigbrass]

If you are on owned, just FTP to the cache dir and delete everything inside.

If you are on the hosted platform, I am told a tool exists to do this inside the members area.

[amiklein]

Thanks for your answer.
I did found the Clear Cache feature in the Members section of my account. I wished it was documented somewhere.

So, for those who don't know where to find it, I'm attaching a screen shot.

Regards,

Ami

[craigbrass]

Hmm yea. Maybe an idea for the manual Jamie?