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When sending emails directly from the software, e.g. when clicking the email icon and sending an email for a Ticket or an Account, this email format is fixed at the moment. You can edit it prior to sending in the Outlook editor.
Note that when using the Email Connector module, you can customize the Response Email templates, for the automatic responses on new Tickets automatically created from emails. You can read more about this in the Email Connector setup guide, in the New Ticket From Email section. HTH Neta |