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I'm just curious. With Canned Responses you can insert the names of the Reporter, Assignee, and Current User.
With that in mind, I'm curious how most people using JSM would like to refer to their customers when using Canned Responses. Would most people like to refer to them by just their first name, or would they much rather use their full name?
It is my opinion, that it is much more personable to say "Hi Jerry, just want to let you know we're working on your issue. Bill" than to say "Hi Jerry Smith, just wanted you to know we're working on your issue. Bill Stone".
That would be my preference. I'm interested to get feedback on what others think on this subject. If I'm using Canned Responses, I'm having to manually remove last names because it just doesn't sound right to me.
Thanks for the feedback.