I also posted this in feature request, but wanted to see if anyone here had any bright ideas how to accomplish this easily
Default functionality for OST is to have the new ticket form ask for customer "Full Name". We think it makes more sense to ask for First Name and last name. So here is the functionality we are looking for:
1. when customer fills out a ticket, it will ask them for First Name and Last name (the current form just says Full Name)
2. when we (support) respond to the customer request, we want to use First Name as the salutation, not full name.
So today OST out of the box sends emails that look like:
Dave Smith,
Thank you for submitting a ticket...
We would like our emails to say:
Dave,
Thank you for submitting a ticket...
I have seen the post on how to add and/or delete new fields in OST, is this the best way to accomplish this, or is there a simpler way?
Thanks in advance for your help.
Mark