I have setup the email template for "replying to a request" under Notification Rules with the mindset of this being used mostly by Technicians, and it is as follows:


$FirstName,

Thank You,

$Technician
###-###-####
Company Help Desk

The issue is that I've found that when a Requestor logs into Self-Service and uses the Reply feature, it uses the exact same template.  Needless to say, the template above doesn't make much sense if the requestor is replying.

Is there some way to separate out requestor replies into a different template? 

If not, is there some way to make a specific Reply Template (Helpdesk Customizer) the default  template used for technician, so that I can make the reply template (Notification Rules)  more generic.  If I did this right now, the technicians would have to manually choose the reply template in the dropdown every time they reply, and that's not very efficient.

I am using version 9.2 Build 9236