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

Customizing Email Templates / add custom logo

Hi all,

Can someone tell me how to include a custom logo on an OSTicket 1.8 Email Template?  I'd like to add my IT dept's logo on emails :).

Also, if there a way to include the customer's original message on the auto-reply when ticket is created via email?  For example, if a customer sent an email our dept email address in OSTicket ( with body of "My computer won't start, it worked last week."  I want that message to be included on the auto-reply the customer sent from OSTicket for the generated ticket.  Right now the auto-reply from OSTicket looks like this...

"Dear Johnny,

We received your request and assigned ticket #509416

Subject: test Computer not working
Submitted: 08/29/2014 11:50 am

A representative will follow-up with you as soon as possible. You can view this ticket's progress online."

Basically right after the "Submitted:..." line I want to include the customer's message saying..

Your Message:

"My computer won't start, it worked last week."


  • Don't know if it's possible with 1.8.x, but with 1.9.3 (currently the latest version) logos in email templates should be easily possible.

    To get the original message (at least in 1.9.3) you can use the variable %ticket.thread.original Maybe that's also possible with 1.8, but I guess that this was introduced in 1.9.x. But just try it.

    So you should really consider an upgrade ;)
  • +1

    I think that its possible in 1.8.x (you would need to switch to the html template (or create your own through the ui).  But really I feel like you should upgrade. 
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