We are using an email template to reply to emails.
In Support>Cases we locate the Case ID, go to Activities, open the email, click on REPLY ALL, SELECT TEMPLATE, Choose the template we want and click SELECT.
The email template content is at the bottom of the email we are replying to instead of the top.
Since upgrading to 2022 R2 there is a new option to Replace Email Contents when you apply the Template. That wipes out the entire email which we do not want to do.
What we end up doing, is copying and cutting from the bottom of the email and pasting to the top.
I’ve reviewed settings for the Email Templates and don’t see anything new.
Best answer by Jin KimView original