Email Bug

  • Resolved mgsolidus

    (@mgsolidus)


    6 years, 5 months ago

    Hi,

    When adding an additional agent to a ticket, they are addressed in the email as the agent who added them. For example, it should say:

    Hi AGENT TWO

    The request Order Details (#1) has been assigned to you.

    etc..

    but it says “Hi AGENT ONE”.

    Similarly, when agent two replies to the ticket, agent one receives an email and is addressed as the client.

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  • Plugin Author awesomesupport

    (@awesomesupport)

    Hi:

    Secondary and Tertiary agents can only be CCed on communications sent to the primary agent. You’ll notice in TICKETS->SETTINGS->EMAILS that there are templates for the primary agent but none for the secondary and tertiary agent.

    One thing you can do is just remove the use of the agent name under the email templates so the emails aren’t as personalized.

    One of these days we might create specialized secondary and teritary agent templates but so far we haven’t had any demands for them – folks seem just fine with being CCed with the primary agent template.

    I hope this helps!

Viewing 1 replies (of 1 total)
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