The user is getting an email generated by the "New ticket auto-reply" template (HTML version).
Incidentally, variables are broken in this template as well. I posted that in another topic, but I wonder if it may be related somehow.
This looks like a monologue so far. ;) But I'll continue so that it may help someone else, or may perhaps eventually get answers to the parts that I can't fix.And I discovered that is indeed related. This is happening because the system is not expanding all the variables.I had removed %{response} from my auto-reply template because it was not expanding. I added it back in and for some reason it's now working, and my response is now included in the emailed auto-reply. I'm unable to include the user's original message because it still fails to expand %{message}. Oddly, both of these variables are listed in the "Other Variables" section of the help text.FWIW, I do my editing in the "HTML" (source) view, so that I can see if variables are broken up by html markup.Jack