Hi mikenchi
In /include/class.ticket.php ~ line 620
//Send Response to client...based on the template...
//TODO: check department level templates...if set.
$sql='SELECT ticket_reply_subj,ticket_reply_body FROM '.EMAIL_TEMPLATE_TABLE.
' WHERE cfg_id='.db_input($cfg->getId()).' AND tpl_id='.db_input($cfg->getDefaultTemplateId());
$resp=db_query($sql);
if(db_num_rows($resp) && list($subj,$body)=db_fetch_row($resp)){
$subj = str_replace("%ticket", $this->getExtId(),$subj);
$subj = str_replace("%subject", $this->getSubject(),$subj);
$body = str_replace("%ticket", $this->getExtId(),$body);
$body = str_replace("%name", $this->getName(),$body);
$body = str_replace("%email", $this->getEmail(),$body);
$body = str_replace("%url", $cfg->getBaseUrl(),$body);
$body = str_replace("%message",$response,$body);
$body = str_replace("%subject", $this->getSubject(),$body);
here you can modify all you want.
$body = str_replace("%subject", $this->getSubject(),$body);
is for the subject
I hope this will help you
Greetings
slashdot