Currently you cannot customize the template for the email WE receive when the customer replies to a ticket.

The current notification only has the ticket number and what the customer has said. They never put their name on the email, so we never know who is sending the email or what it is reply to without taking the ticket number down and going to RS and searching for it.

If we could customize it i would have the original email they are replying to below the reply, Like you get in any email client.

I would have their name in the response.

I would have a link direct to the ticket.