Hi! I can't seem to find the answer to this. When a new ticket comes in and I hit reply, I really dislike that it uses the full first and last name. I have found the "Canned Responses" but it only allows me to change the auto-respose email and make new responses. How do I make the default response just "Hi .fristName" and then let me reply? I have having to delete the last name from every response. Thanks!
In the Admin section, under Helpdesk Productivity, you should see Email notifications.
Within that you can go to the Template tab, and choose Agent Reply Template. Here you can choose (per language if relevant) what a standard reply looks like, and with the placeholders there is the option to include the first name only.