Title: Email Bug
Last modified: September 23, 2018

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# Email Bug

 *  Resolved [mgsolidus](https://wordpress.org/support/users/mgsolidus/)
 * (@mgsolidus)
 * [7 years, 8 months ago](https://wordpress.org/support/topic/email-bug-2/)
 * Hi,
 * When adding an additional agent to a ticket, they are addressed in the email 
   as the agent who added them. For example, it should say:
 * Hi AGENT TWO
 * The request Order Details (#1) has been assigned to you.
 * etc..
 * but it says “Hi AGENT ONE”.
 * Similarly, when agent two replies to the ticket, agent one receives an email 
   and is addressed as the client.

Viewing 1 replies (of 1 total)

 *  Plugin Author [awesomesupport](https://wordpress.org/support/users/awesomesupport/)
 * (@awesomesupport)
 * [7 years, 8 months ago](https://wordpress.org/support/topic/email-bug-2/#post-10714937)
 * Hi:
 * Secondary and Tertiary agents can only be CCed on communications sent to the 
   primary agent. You’ll notice in TICKETS->SETTINGS->EMAILS that there are templates
   for the primary agent but none for the secondary and tertiary agent.
 * One thing you can do is just remove the use of the agent name under the email
   templates so the emails aren’t as personalized.
 * One of these days we might create specialized secondary and teritary agent templates
   but so far we haven’t had any demands for them – folks seem just fine with being
   CCed with the primary agent template.
 * I hope this helps!

Viewing 1 replies (of 1 total)

The topic ‘Email Bug’ is closed to new replies.

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 * 1 reply
 * 2 participants
 * Last reply from: [awesomesupport](https://wordpress.org/support/users/awesomesupport/)
 * Last activity: [7 years, 8 months ago](https://wordpress.org/support/topic/email-bug-2/#post-10714937)
 * Status: resolved