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Hi, I've created a few canned responses and now want to include them in the answer of a ticket, but I don't know how! I've tried copying and pasting but the custom fields and all I get is the plain text.

You can see an example in http://soporte.hachete.com/helpdesk with the ticket JPWT3MN3E2

If I understand correctly, the problem is %%HESK_NAME%% is not replaced with customer name, right? (and same with other %%HESK_...%% tags)

1. What browser are you using? Should work fine in IE 5+ or Firefox 1+

2. Can you open the ticket in ADMIN panel, save the file as HTML (or source as text file) and upload it to the server so I can see the HTML code to check if everything is ok there?

Thanks for your answer Klemen, but when I went to do step number 2 it worked¡!

I'll keep an eye on it to see if it happens again...

Thanks for your help!