Email customer from a ticket

[Dan Munns]

Hi all,

When I email a customer from an open ticket, rather than the text I have typed it resends the 'New Request' template email.

This happens if I use a snippet or free text.

I have tried it using a couple of tickets and the results are the same.

Help please!

Dan

[Martyn Houghton]

@Dan Munns

The service specifies the email template to be used for email updates, this by default is normally 'Request Message'. 

The other thing to check is that the 'Request Message' or whatever template you have set include the variable {{Message}}.

Cheers

Martyn

[Dan Munns]

Ah ok.

Thanks for that @Martyn Houghton that's sorted it. The templates were set as the call logged notification. Changed back to the default template and all good.