Hello,

When a user first submits a ticket, we generate an HTML email to the user as acknowledgement.  By default, when we reply to the user within ServiceDesk Plus, the HTML email is included toward the bottom. If the communication is on-going, this HTML can become long and skewed. 

To get around this issue, we created an E-mail Template for Replying to a Request.  This will populate the From:, To:, Subject:, and Body: just fine. However, we would like to include the Sent: (which is the last communication timestamp).  Right now, we injected a custom javascript to look for ##Sent## and update it but this isn't ideal.

Please advise.

Thanks,

Steve