Salutations¶

Salutations are managed for outgoing communication.

Overview¶

This page explains how to use Salutations and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow¶

Create a salutation. Open the relevant administration or action form, enter the required values, and save only after checking assignments and required fields.
Edit a salutation. Open the existing record, change only the required fields, and check dependent assignments before saving.
Deactivate a salutation. First check which existing records or users are affected. Where possible, deactivate entries instead of deleting them permanently.

Notes¶

Visible menu items and actions depend on the signed-in agent’s group and program permissions.
Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.
After making changes, test at least one realistic use case with a user in the affected role.

Salutations and signatures in the editor¶

Automatically inserted salutations and signatures are protected against accidental changes in the ticket editor. Edit the actual message between them. Permanent changes to these elements belong in their administration and queue assignments, not in the protected part of an individual reply.