bigdeal

Thanks Brian! That did the trick. I was going by the example in the Email Template editor, but guess that doesn't work.

For the life of me, can't figure out why this won't show up on ticket replies, when the ticket is in Answered status. {if $ticket_status eq "Answered"}This ticket will automatically closed in 24 hours if we do not receive a reply.{/if} and no matter what, if I try to include $ticket_auto_close_time, it always spits out 0. But my tickets are set to auto close if no reply within 24 hours.

Same thing. Made working on open tickets difficult today.

Is there a way to send HTML or formatted responses when replying to support tickets? We often send snippets of code to our development clients and it'd be nice to include basic HTML tags like <code> for better readability.

I've installed zopim live chat on my default template and it seems to be "mostly" working. Only I can see a visitor on the site and send them a message, but messages they type do not come back to me? Any tips on how to properly embed in the header tag? I've got it installed on bigdealhosting.com.