we are using Kaseya to implement the helpdesk side of out organisation. Whilst the ticketing feature appears to do all we need there is one part we wish to be able to edit/customise.

When using 'Add note' an email is sent to the user showing the details we have added. This we want to keep but would like to change the format.

We would like the format to be along the lines of

[Ticket Notes ~ticId='162']
Ticket ID: 162

Notes added here

Machine ID: pims-gx60-01.preferredms.workstations
Log in and view ticket

This would give a less automated feal to the emails.

does any one know how to edit this setting

Legacy Forum Name: changing the format of the email sent out as a result of add note in ticketing,
Legacy Posted By Username: Ed Gillies