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Engaged Sweeper

the helpdesk leaves us with some things that are really desired for implementation.
For instance it does not seem to be possible to translate or edit the header of the Emails:

### Everything above this line is added to your ticket ###
From: Bob, Test
User: Mike, Doe

Go To Ticket

Other than that not beeing able to work with regex for instance with Username, etc. or having the ability to get username and displayname in the ticket templates.

These are so minor things but important to us to have a pretty clean CI with all our internal mails.

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