Removing the URL That Links to the Ticket From the Auto-Response Email

Overview

Auto-response emails contain a URL at the bottom of it that links to the ticket in the following format:

You can check the status of or update this ticket online at: 
http://<SupportDomain>/index.php?/Tickets/Ticket/View/PAE-785-70892

If you wish to remove this URL link, you need to modify the template. This article provides the steps to modify the template to remove the ticket URL from auto-response emails.

Prerequisite

• Admin access with permission to update templates and template groups.

Solution

1. Log in to the admin control panel.
2. From the Home tab, navigate to Templates > Templates.
3. Select the template group you wish to modify from the drop-down.
4. Select Tickets and locate the templates 'email_ticketautorespondertext' and 'email_ticketautoresponderhtml'.

5. Remove the following line of codes from their respective templates:

   From email_ticketautorespondertext:
   

   <{$_language[arsubfooter]}><{$_basePath}><{$_templateGroupPrefix}>/Tickets/Ticket/View/<{$_ticket[displayticketid]}>

   
   From email_ticketautoresponderhtml:
   

   <{$_language[arsubfooter]}><a href="<{$_basePath}><{$_templateGroupPrefix}>/Tickets/Ticket/View/<{$_ticket[displayticketid]}>" target="_blank"><{$_basePath}><{$_templateGroupPrefix}>/Tickets/Ticket/View/<{$_ticket[displayticketid]}></a><br />

6. Click Save to save the changes.

NOTE: Removing above mentioned line of codes from the template will remove the link from all auto-response emails processed post modifications.