How do I create a proper email_staffreply template?

[Alex Gontcharov]

Hi,

We are migrating from RT to Kayako and need to create a predifined
template for staff reply that will look as follows:
==========================
Dear Customer,

$datatime_of_mail, you wrote:

> Customer text
> ...
> ...

--

Best regards, <$Staff_username>
RUSONYX
Technical Support Team

==========================

Can we use variables in Predefined Replies? So we can add name of the customer, name of the operator, date and time etc?

Could you please provide complete list of variables we can use for this purpose? We can't find it in the documentation.

[Jamie Edwards]

Hi Alex,

It is not possible to use variables in templates for customer name etc (but this is a featured intended for inclusions in V4 of the product line, which is some time away).

[Alex Gontcharov]

Originally Posted by Jamie Edwards

It is not possible to use variables in templates for customer name etc (but this is a featured intended for inclusions in V4 of the product line, which is some time away).

Hi Jamie,

Could you submit feature request for this functionality?
It's serious issue for us.
Can it be implemented before v.4?
When v.4 will be released?
Is there a workaround we can use?

[Jamie Edwards]

Hi Alex,

1) There is already a feature request; http://forums.kayako.com/f118/ticket...riables-14290/
2) I am afraid it cannot be implemented before V4.
3) There is no ETao n V4.
4) Except from customising the software yourself, there is none that I know of.

I am sorry I could not be of more assistance.

[markb]

Alex I share your frusration and it appears you are not alone - this feature request goes back to March 2006 - we are quickly approaching two years on there is no clear road map of when/if v4 will arrive.

Can any of the Developers out there offer a solution? I for one would be willing to pay for such a change as this represents to us a major issue with our clients when we can't include the message of the post in the autoresponder and autoclose.

[Alex Gontcharov]

Hi Guys,

We have purchased SupportSuite a month ago.. learning and reviewing it now.
It's clear now that very important features like variables in templates are not implemented for years. This is simply unacceptable.
If this product is alive and seriously used by support teams, they would definitely need to create templates using variables.
It's not a major feature. If anyone think or say so, it's not true.
Good experienced programmer in your team can create a parser that will
convert variables in templates (we call them "placeholders") in a few days!
I know how this was done in other products such as HSPComplete (Parallels Business Automation).

I would suggest to start from short list of variables, say 4 of them:
1. Name of the customer
2. Name of the support staff
3. Date of original message
4. Quote of the original message

And go from there.
One month time frame for this implementation would be reasonable.

[markb]

Hi Alex

I agree, I'd be happy with those 4 variables as a start, it would at least give us what we communicate to our clients now with our existing in-house system. Yes, I also assumed they would be present.

Let's see what comes back.

Mark

[dweyer]

Can variables get passed in templates yet?

[Dewak]

Hi guys,

Variables can be passed to the smarty templates but you need to modify the php source code files. There is no specific source code file to modify it depends of the template you are going to customize.

If you need these kind of services please do not hesitate to contact me.

Best Regards