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New Contributor

Customisation of AutoResponse Salutations in ServiceDesk

Currently, the opening salutation of Auto Responses is hard-coded in the system to "Hi Customer Full Name". This supposedly can be over-ridden at service level with "Hi Customer First Name" (this isn't working for us currently but that's another story). What would be very useful and I'm surprised it isn't an option, is the choice to be able to use different greetings that we choose, for example "Hello Mr. Smith"

Some customers prefer to be addressed in a particular way and having this choice would improve our service and perceptions of it.