Outgoing help desk mail

[timojanssen]

Hi,

Can we use a translation for the "### Everything above this line is added to your ticket ###" line on top of every mail.
We are using Dutch as our default language.

Greetings,
Timo Janssen

[kbecker]

i would just like to see the font size of the "### Everything above this line is added to your ticket ###" larger.

[ottogre]

I would also like to see the ability to modify this line.

[timojanssen]

Thanks, but can you put it on the list of enhancements, that this line can be a string in the translate list?

[David_G · Accepted solution]

Unfortunately, the everything above this line text cannot currently be adjusted. We cannot allow it to be removed either, as our help desk system needs this line to be able to determine which part of the user response needs to be added to the help desk ticket. When our help desk system sends any outgoing email, it adds that line at the top. If a user then responds and adds information above, our help desk looks for the line again and knows to only add the part above it to the existing help desk ticket. Anything added below the line is not imported into the help desk. If the line wasn't there, we wouldn't know what to import and the entire conversation would be added to the ticket again, creating a mess.