Setting up the reply template and keep having the agent name randomly inserting itself all over the place - might be at the top, might be in the middle of the template text, might appear more than once.
How do I stop this happening
Sorry for the long delay in getting back. You are likely to have more luck if you post this in the right forum - https://support.freshdesk.com/a/forums/topics/319963. Could you please try re-posting this there if you still have the question? This forum is primarily for questions related to building Apps for Freshworks.