Removing the Helpdesk URL Link From the Auto-Response Email

Overview

Auto-response emails may contain a link to your helpdesk typically at the bottom of it such as the following:

Helpdesk: http://<SupportDomain>/default

If you wish to remove this link, you need to modify the template. This article provides the steps to modify the template to remove the helpdesk link 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:
   

   <{$_language[supportcenterfield]}> <{$_basePath}><{$_templateGroupPrefix}>

   
   From email_ticketautoresponderhtml:

   <{$_language[supportcenterfield]}> <a href="<{$_basePath}><{$_templateGroupPrefix}>" target="_blank"><{$_basePath}><{$_templateGroupPrefix}></a><br />
   </font>

6. Click Save to save the changes.

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