Hello Daniel,
I believe this functionality already exists with Ticket templates. Here's a solution article that would help - https://support.freshdesk.com/support/solutions/articles/220141-creating-and-using-ticket-templates
Can you check if this works out for your scenario?
Thanks,
Sudha
Actually, Sudha, I meant to refer to the "Agent Reply Template" under Email Notifications, not "Ticket Templates", so your answer unfortunately does not work out for my scenario.
Hello Daniel,
Do you mean having placeholders in the New Ticket email template?
I believe you can insert Canned Responses in Ticket templates and Canned responses can have placeholders.
Can you check if that works out for you?
Thanks,
Sudha
I would have liked placeholders to be used in an autofill of the New Email. Using placeholders in Ticket Templates generally doesn't work; using Canned Responses they don't work either, or at least, "Agent Name" doesn't.
Start your 21-day free trial. No credit card required. No strings attached.
Start Free Trial
Daniël Nieuwendijk
We generally need the same template that we use for Replies, also for New E-Mails. It includes salutation, customer name, signature and legal information for the footer. It would be great if we had to possibility to enable the template also for New E-Mails.
4 people like this idea