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Hello {$client_first_name} in support ticket reply


Si

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Just as the ticket title says:

 

When replying to a ticket as admin, it would be great if the ticket pre-populated the start of the ticket with Hello {$client_first_name},

 

Anyone know how to do this?

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Not exactly what I had in mind. But thanks for replying.

 

I had this working via a third party module for the past number of years but it doesn't work in PHP 7 and hasn't been updated.

 

So I do know it's possible.

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I was just being sarcastic. I am sure this is possible via a hook, it seems anything is possible with WHMCS nowadays.

 

A quick way I can think of is when you are logged in as an administrator, if you go to My Account >> Support Ticket Signature

.

you can enter something in there and it will be displayed in every ticket message.

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I was just being sarcastic.

there's nothing wrong with a bit of sarcasm on a Thursday! :idea:

 

A quick way I can think of is when you are logged in as an administrator, if you go to My Account >> Support Ticket Signature.

you can enter something in there and it will be displayed in every ticket message.

not a bad suggestion, but I doubt you could make it client-specific...

 

another option would be an edit of the admin template of viewticket.tpl (i'm working in Blend, but assume v4 would be similar) and change...

<textarea name="message" id="replymessage" rows="14" class="form-control bottom-margin-10">{if $signature}



{$signature}{/if}</textarea>

to...

<textarea name="message" id="replymessage" rows="14" class="form-control bottom-margin-10">Hello {$clientname|strstr:' ':true},{if $signature}



{$signature}{/if}</textarea>

as you don't have direct access to any variables for the client's first name, you have to use {$clientname} which contains the client's full name, and then if you only want their first name, you can split it using some Smarty and remove the surname. :idea:

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  • 2 years later...

Hello, 

I just tried this in the latest version and it didn't work. All I got was Hello , so the name is not being entered. I did have the smarty error but added strstr to the configuration file but still can't get the name. Tried everything I could think off so would love some help. 

Thanks.

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Running 7.9.2 (latest version as I type) and it continues to work a treat.  No issues.  I don't think much would change in the tpl files to stop this working.  Works for account holders and additional account holders (dependent on whoever raises the support ticket).

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Hey thanks so much for the reply. I spent so much time yesterday trying everything i could and it refuses to pull the name. But now that i know it still works i'll keep trying to get it to work. It's a small thing but every bit counts.

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  • 1 month later...
On 7/20/2017 at 9:59 AM, brian! said:

 


<textarea name="message" id="replymessage" rows="14" class="form-control bottom-margin-10">Hello {$clientname|strstr:' ':true},{if $signature}



{$signature}{/if}</textarea>
I have used this method for several years. My problem is sometimes sub-accounts submit support tickets and the "Hello  $clientname"  pulls up the main account holders name instead of the sub-accounts name. Is there any way to work around this aside from having to manually change the name in the ticket when it is a sub-account?

 

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Hi Kevin,

19 hours ago, Kevin K said:

I have used this method for several years. My problem is sometimes sub-accounts submit support tickets and the "Hello  $clientname"  pulls up the main account holders name instead of the sub-accounts name. Is there any way to work around this aside from having to manually change the name in the ticket when it is a sub-account?

two ways - either in the template, or by using a hook to modify the content of the $signature value (though because of the template layout, that might still need to be edited)..

so if you're going to do it in the template...

<textarea name="message" id="replymessage" rows="14" class="form-control bottom-margin-10">Hello {$clientname|strstr:' ':true},{if $signature}



{$signature}{/if}</textarea>

becomes...

<textarea name="message" id="replymessage" rows="14" class="form-control bottom-margin-10">Hello {if $contactname}{$contactname|strstr:' ':true}{else}{$clientname|strstr:' ':true}{/if},{if $signature}



{$signature}{/if}</textarea>
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5 minutes ago, brian! said:

Hi Kevin,

two ways - either in the template, or by using a hook to modify the content of the $signature value (though because of the template layout, that might still need to be edited)..

so if you're going to do it in the template...


<textarea name="message" id="replymessage" rows="14" class="form-control bottom-margin-10">Hello {$clientname|strstr:' ':true},{if $signature}



{$signature}{/if}</textarea>

becomes...


<textarea name="message" id="replymessage" rows="14" class="form-control bottom-margin-10">Hello {if $contactname}{$contactname|strstr:' ':true}{else}{$clientname|strstr:' ':true}{/if},{if $signature}



{$signature}{/if}</textarea>

 

Thanks, that worked perfectly! 🙂

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  • 1 year later...
On 4/16/2020 at 3:24 AM, brian! said:

Hi Kevin,

two ways - either in the template, or by using a hook to modify the content of the $signature value (though because of the template layout, that might still need to be edited)..

so if you're going to do it in the template...


<textarea name="message" id="replymessage" rows="14" class="form-control bottom-margin-10">Hello {$clientname|strstr:' ':true},{if $signature}



{$signature}{/if}</textarea>

becomes...


<textarea name="message" id="replymessage" rows="14" class="form-control bottom-margin-10">Hello {if $contactname}{$contactname|strstr:' ':true}{else}{$clientname|strstr:' ':true}{/if},{if $signature}



{$signature}{/if}</textarea>

Hi Brian

Is this still the case?

I just had a new client with about 4 different contacts.  But whne the contact opens the email, they get the "Dear [account owner name]"

So what's the best way to simply show "Hi [name of person that submitted the ticket] " 

Thanks

 

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Hi @brian!

Is this still the case?

I just had a new client with about 4 different contacts.  But whne the contact opens the email, they get the "Dear [account owner name]"

So what's the best way to simply show "Hi [name of person that submitted the ticket] " 

Thanks

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  • 1 year later...

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