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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Email footer

At the bottom of each email to ticketed clients, the following message appears:

We hope this response has sufficiently answered your questions. If not, please do not send another email. Instead, reply to this email or login to your account for a complete archive of all your support requests and responses.

I would like to change this message because I don't want my clients emailing in. I'd prefer they login for any response. My clients continually send new emails and start new tickets when they should be replying to the current ticket...and it's quite annoying.

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Comments

  • edited September 2014
    This footer does not tell them to "send new email"--in fact, it says "please do not send another email"  It says "reply to this email". That should never create new tickets. However, we all know they often don't do as directed anyway, right?  So I doubt changing the template will help but...

    From the Admin panel, go to Emails | Templates and edit the appropriate messages in whichever template you use.

    Jack
  • Jack! That's it man. I don't know how I missed this one. I kept thinking it was in canned responses, but this "email/templates"  me change the footer. Thank you much.

    I'm trying my best to force them to log in or respond only using the GUI instead of email. We'll see how this goes.


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