how do I put the customer's name in the emailed ticket notification to staff?

[Rodney B]

In the email alert that gets sent to staff when a new ticket is created (via email or web interface), is it possible to include the client's name in the email alert?

That way if you're responding to the ticket via email, you can address the client by name without having to login to the Staff CP?

[craigbrass]

Tried <{$post[fullname]}>? Remember to clear the cache dir afterwards.

[kmonroe]

I had a ticket opened on this a few days ago and never got a response. After having buried myself in the Kayako code, this is what I have come to work with:

Edit alert_newticket

In the HTML section, find <{$language[ticketdetails]}>

Add the following:

Created By:<ahref='mailto://<{$ticket[email]}>'><{$ticket[fullname]}></a><BR>


This enables the alert email to now show the user who opened the ticket in the email as well as be a direct mailto link.

[Rodney B]

Thanks Craig and kmonroe!

I tested both ways and the one that worked was: <{$ticket[fullname]}>
(I'm not using HTML formated email tickets)

On a related note, I just realized that the new ticket alerts already showed the name of the client that started the ticket. It shows it in the email FROM field (when you're looking at the email in Outlook or Eudora or whatever mail program you use )

I think in our testing, we always used our own email addresses, so our names showed up there (and so we were both the client and the support person).