Conversation reply include requester message?
Hi, apologies is this has been covered elsewhere - I have a default reply template set up that contains $Description ( so that a user can see the text of their message underneath my reply to them)
Imagine the following conversation:
Requester: "I am having a problem with server X"
Tech: "Please can you tell me which endpoint you are connecting from?"
Requester: "I am using endpoint Y"
Tech "From this endpoint you need to use instructions Z"
When I send that last reply, I would really like to have the requester's previous "I am using endpoint Y" message underneath my message, so that they know specifically what I'm replying to. I have a reply template that includes $Description, but if I use that it just fills in the original message (I am having a problem with server X) and not the text from the reply I am responding to.
Is there a way I can construct a reply template so that I can include the text of the user's message in my reply?
Many thanks!
Imagine the following conversation:
Requester: "I am having a problem with server X"
Tech: "Please can you tell me which endpoint you are connecting from?"
Requester: "I am using endpoint Y"
Tech "From this endpoint you need to use instructions Z"
When I send that last reply, I would really like to have the requester's previous "I am using endpoint Y" message underneath my message, so that they know specifically what I'm replying to. I have a reply template that includes $Description, but if I use that it just fills in the original message (I am having a problem with server X) and not the text from the reply I am responding to.
Is there a way I can construct a reply template so that I can include the text of the user's message in my reply?
Many thanks!