We're able to customize a number of the Email notifications in the Admin console, but not all of them. This causes emails to be sent with differing subject formats depending on how the agent responds to the ticket - If they create a "Note" My custom "Agent adds comment to Ticket" format is used, but if the agent "Replies" to the ticket, suddenly all the subject consists of is "[#xx] Subject"
I'd like to be able to customize how all messages are sent, so that we can present a uniform front to the customers.
The attached screenshot shows what I mean.
The first message was a reply, the second is when a public note was added to the ticket, and the third was the public note that was sent out by the system when we merged multiple tickets. (Note that the email address also doesn't display the helpdesk's name in that message either)