- Email issues
- On-premise version issues
- Integrations and migrating from other apps
- Errors and solutions
How can I make all email-replies coming FROM TECHNICIANS - "for technicians view only"?
Some of our clients requested, that when a "technician" replies to a ticket via email - this reply should enter the system as "for technicians eyes only" to prevent accidental sensitive information from being sent to the customer.
While we don't have a built-in feature for that, there's still a workaround: simple add #tech# to you email template subject line:
This way, when a technician replies to the email notification he received from the system, his reply will also include #tech# in the subject, making his message marked as "for techs only" (see Email API help section in the inline help).