Good morning,

I am having some trouble with images in Reply emails to service requests.

Initially we had everyone put our company logo in their signature, but this seemed to not appear properly in the emails. The workaround we found was to put our company logo in the Reply template so that it will be included in every reply. For the most part this seems to be working. However, if there is an image in the original email that created the ticket, SDP seems to be grabbing that image instead of the one we put in the template. The result is that in our reply emails our technicians seem to be claiming to work for the customer, as the customer's logo is appearing under the technician's signature.

I have not idea why this is happening, or how to correct it. And I could not find any reference to a similar problem in the forum posts.

Can anyone make a suggestion?

Diana