Hello,
I would like my agents to be able to type a general reply in a plain text format. Ideally, I would like this plain text format to be entered into a specific HTML template and then sent.
For example, an agent replies only with “Hello” to a ticket, and then the requester would receive an entirely formatted HTML email with a company signature, logo, and of course “Hello.” I would only want the agent to view and edit their plain text to prevent destruction of the branding.
Is this possible in Request Tracker?