Freshworks named the only Challenger in 2021 Gartner® Magic Quadrant™ for ITSM tools. Access Report

Start a new topic

Logged in agent placeholder

I've been looking around, and haven't seen the request for this platform yet.

When replying to a new ticket, there isn't an agent assigned yet.

You can implement an automatic task linking the agent who replied as assigned agent, but the reply doesn't contain the agent's name.

Or you have to type manual (beats purpose of using templates) or you have to manually assign an agent before pushing the reply button.

We need session related placeholder (session_agent, session_time, ...).

For now, we only have placeholder linked to the section you're working in, with above limitations as a result.

3 people like this idea
1 Comment

This might be related. (5 years old), which"

Admin -> Email Notifications -> Agent Reply Template

Lets you edit the default reply template. And there is a place holder for{{}} and {{}}.

Which I might add is in an unfortunately obfuscated location.

Login or Signup to post a comment