diff --git a/app/models/ticket.rb b/app/models/ticket.rb
index e76413c5f..220935ae2 100644
--- a/app/models/ticket.rb
+++ b/app/models/ticket.rb
@@ -738,22 +738,21 @@ perform changes on ticket
         }
 
         # get subject
-        value['subject'].gsub!(/\#\{config\.(.+?)\}/, '<%= c "\\1", false %>')
-        value['subject'].gsub!(/\#\{(.+?)\}/, '<%= d "\\1", false %>')
         subject = NotificationFactory::Mailer.template(
           templateInline: value['subject'],
           locale: 'en-en',
           objects: objects,
+          quote: false,
         )
         subject = subject_build(subject)
 
-        value['body'].gsub!(/\#\{config\.(.+?)\}/, '<%= c "\\1", true %>')
-        value['body'].gsub!(/\#\{(.+?)\}/, '<%= d "\\1", true %>')
         body = NotificationFactory::Mailer.template(
           templateInline: value['body'],
           locale: 'en-en',
           objects: objects,
+          quote: true,
         )
+
         Ticket::Article.create(
           ticket_id: id,
           to: recipient_string,
diff --git a/app/models/ticket/article.rb b/app/models/ticket/article.rb
index 240c0ca96..a152563e5 100644
--- a/app/models/ticket/article.rb
+++ b/app/models/ticket/article.rb
@@ -121,6 +121,49 @@ returns
     Ticket::Article.where('ticket_id = ? AND sender_id NOT IN (?)', ticket_id, sender.id).order('created_at DESC').first
   end
 
+=begin
+
+get body as html
+
+  article = Ticket::Article.find(123)
+  article.body_as_html
+
+=end
+
+  def body_as_html
+    return '' if !body
+    return body if content_type && content_type =~ %r{text/html}i
+    body.text2html
+  end
+
+=begin
+
+get body as text
+
+  article = Ticket::Article.find(123)
+  article.body_as_text
+
+=end
+
+  def body_as_text
+    return '' if !body
+    return body if !content_type || content_type.empty? || content_type =~ %r{text/plain}i
+    body.html2text
+  end
+
+=begin
+
+get body as text with quote sign "> " at the beginning of each line
+
+  article = Ticket::Article.find(123)
+  article.body_as_text
+
+=end
+
+  def body_as_text_with_quote
+    body_as_text.word_wrap.message_quote
+  end
+
   private
 
   # strip not wanted chars
diff --git a/app/views/mailer/password_change/de.html.erb b/app/views/mailer/password_change/de.html.erb
index 6a433bc4e..24cf7e9b8 100644
--- a/app/views/mailer/password_change/de.html.erb
+++ b/app/views/mailer/password_change/de.html.erb
@@ -1,9 +1,9 @@
-Dein <%= c 'product_name' %> Passwort wurde geändert
+Dein #{config.product_name} Passwort wurde geändert
 
-<div>Hallo <%= d 'user.firstname' %>,</div>
+<div>Hallo #{user.firstname},</div>
 <br>
-<div>das Passwort für Dein <%= c 'product_name' %> Account <b><%= d 'user.login' %></b> wurde kürzlich geändert.</div>
+<div>das Passwort für Dein #{config.product_name} Account <b>#{user.login}</b> wurde kürzlich geändert.</div>
 <br>
 <div>Diese Aktivität ist Dir nicht bekannt? In diesen Fall kontaktiere Deinen System-Administrator.</div>
 <br>
-<div>Dein <%= c 'product_name' %> Team</div>
+<div>Dein #{config.product_name} Team</div>
diff --git a/app/views/mailer/password_change/en.html.erb b/app/views/mailer/password_change/en.html.erb
index 81eb723b5..80236ad12 100644
--- a/app/views/mailer/password_change/en.html.erb
+++ b/app/views/mailer/password_change/en.html.erb
@@ -1,9 +1,9 @@
-Your <%= c 'product_name' %> password has been changed
+Your #{product_name} password has been changed
 
-<p>Hi <%= d 'user.firstname' %>,</p>
+<p>Hi #{user.firstname},</p>
 <br>
-<p>The password for your <%= c 'product_name' %> account <b><%= d 'user.login' %></b> has been changed recently.</p>
+<p>The password for your #{product_name} account <b>#{user.login}</b> has been changed recently.</p>
 <br>
 <p>This activity is not known to you? If not, contact your system administrator.</p>
 <br>
-<p>Your <%= c 'product_name' %> Team</p>
+<p>Your #{product_name} Team</p>
diff --git a/app/views/mailer/password_reset/de.html.erb b/app/views/mailer/password_reset/de.html.erb
index 13d2f4f7b..fd03cff03 100644
--- a/app/views/mailer/password_reset/de.html.erb
+++ b/app/views/mailer/password_reset/de.html.erb
@@ -1,15 +1,15 @@
-Zurücksetzen Deines <%= c 'product_name' %> Passworts
+Zurücksetzen Deines #{config.product_name} Passworts
 
-<div>Hallo <%= d 'user.firstname' %>,</div>
+<div>Hallo #{user.firstname},</div>
 <br>
-<div>wir haben eine Anfrage zum Zurücksetzen des Passworts für <%= c 'product_name' %> Account <b><%= d 'user.login' %></b> erhalten.</div>
+<div>wir haben eine Anfrage zum Zurücksetzen des Passworts für #{config.product_name} Account <b>#{user.login}</b> erhalten.</div>
 <br>
 <div>Wenn Sie Ihr Passwort zurückzusetzen wollen, klicken Sie auf den unten stehenden Link (oder kopieren Sie die URL in den Browser einfügen):</div>
 <br>
-<div><a href="<%= c 'http_type' %>://<%= c 'fqdn' %>/#password_reset_verify/<%= d 'token.name' %>"><%= c 'http_type' %>://<%= c 'fqdn' %>/#password_reset_verify/<%= d 'token.name' %></a></div>
+<div><a href="#{config.http_type}://#{config.fqdn}/#password_reset_verify/#{token.name}">#{config.http_type}://#{config.fqdn}/#password_reset_verify/#{token.name}</a></div>
 <br>
 <div>Dieser Link führt Sie zu einer Seite, auf der Sie Ihr Passwort ändern können.</div>
 <br>
 <div>Wenn Sie Ihr Passwort nicht zurücksetzen wollen, ignorieren Sie diese Meldung. Das Passwort bleibt unverändert.</div>
 <br>
-<div>Dein <%= c 'product_name' %> Team</div>
+<div>Dein #{config.product_name} Team</div>
diff --git a/app/views/mailer/password_reset/en.html.erb b/app/views/mailer/password_reset/en.html.erb
index c673eead8..3a993b785 100644
--- a/app/views/mailer/password_reset/en.html.erb
+++ b/app/views/mailer/password_reset/en.html.erb
@@ -1,15 +1,15 @@
-Reset your <%= c 'product_name' %> password
+Reset your #{config.product_name} password
 
-<div>Hi <%= d 'user.firstname' %>,</div>
+<div>Hi #{user.firstname},</div>
 <br>
-<div>We received a request to reset the password for your <%= c 'product_name' %> account <b><%= d 'user.login' %></b>.</div>
+<div>We received a request to reset the password for your #{config.product_name} account <b>#{user.login}</b>.</div>
 <br>
 <div>If you want to reset your password, click on the link below (or copy and paste the URL into your browser):</div>
 <br>
-<div><a href="<%= c 'http_type' %>://<%= c 'fqdn' %>/#password_reset_verify/<%= d 'token.name' %>"><%= c 'http_type' %>://<%= c 'fqdn' %>/#password_reset_verify/<%= d 'token.name' %></a></div>
+<div><a href="#{config.http_type}://#{config.fqdn}/#password_reset_verify/#{token.name}">#{config.http_type}://#{config.fqdn}/#password_reset_verify/#{token.name}</a></div>
 <br>
 <div>This link takes you to a page where you can change your password.</div>
 <br>
 <div>If you don't want to reset your password, please ignore this message. Your password will not be reseted.</div>
 <br>
-<div>Your <%= c 'product_name' %> Team</div>
+<div>Your #{config.product_name} Team</div>
diff --git a/app/views/mailer/signup/de.html.erb b/app/views/mailer/signup/de.html.erb
index 9c76b8dca..d5a5ecf6c 100644
--- a/app/views/mailer/signup/de.html.erb
+++ b/app/views/mailer/signup/de.html.erb
@@ -1,9 +1,9 @@
-Bestätigung des <%= c 'product_name' %> Accounts, <%= d 'user.firstname' %> <%= d 'user.lastname' %>
+Bestätigung des #{config.product_name} Accounts, #{user.firstname} #{user.lastname}
 
-<div>Hallo <%= d 'user.firstname' %>,</div>
+<div>Hallo #{user.firstname},</div>
 <br>
-<div>bestätige Deine E-Mail-Adresse um Deine Registrierung bei <%= c 'product_name' %> abzuschließen. Es ist einfach - klick einfach auf den Link unten.</div>
+<div>bestätige Deine E-Mail-Adresse um Deine Registrierung bei #{config.product_name} abzuschließen. Es ist einfach - klick einfach auf den Link unten.</div>
 <br>
-<div><a href="<%= c 'http_type' %>://<%= c 'fqdn' %>/#email_verify/<%= d 'token.name' %>"><%= c 'http_type' %>://<%= c 'fqdn' %>/#email_verify/<%= d 'token.name' %></a></div>
+<div><a href="#{config.http_type}://#{config.fqdn}/#email_verify/#{token.name}">#{config.http_type}://#{config.fqdn}/#email_verify/#{token.name}</a></div>
 <br>
-<div>Dein <%= c 'product_name' %> Team</div>
+<div>Dein #{config.product_name} Team</div>
diff --git a/app/views/mailer/signup/en.html.erb b/app/views/mailer/signup/en.html.erb
index 168f1d067..f03b586a0 100644
--- a/app/views/mailer/signup/en.html.erb
+++ b/app/views/mailer/signup/en.html.erb
@@ -1,9 +1,9 @@
-Confirm your <%= c 'product_name' %> account, <%= d 'user.firstname' %> <%= d 'user.lastname' %>
+Confirm your #{config.product_name} account, #{user.firstname} #{user.lastname}
 
-<div>Hi <%= d 'user.firstname' %>,</div>
+<div>Hi #{user.firstname},</div>
 <br>
-<div>Confirm your email address to complete your <%= c 'product_name' %> account. It's easy, just click the link below.</div>
+<div>Confirm your email address to complete your #{config.product_name} account. It's easy, just click the link below.</div>
 <br>
-<div><a href="<%= c 'http_type' %>://<%= c 'fqdn' %>/#email_verify/<%= d 'token.name' %>"><%= c 'http_type' %>://<%= c 'fqdn' %>/#email_verify/<%= d 'token.name' %></a></div>
+<div><a href="#{config.http_type}://#{config.fqdn}/#email_verify/#{token.name}">#{config.http_type}://#{config.fqdn}/#email_verify/#{token.name}</a></div>
 <br>
-<div>Your <%= c 'product_name' %> Team</div>
+<div>Your #{config.product_name} Team</div>
diff --git a/app/views/mailer/test_ticket/de.html.erb b/app/views/mailer/test_ticket/de.html.erb
index cf4fe7d43..4e36a4b39 100644
--- a/app/views/mailer/test_ticket/de.html.erb
+++ b/app/views/mailer/test_ticket/de.html.erb
@@ -1,9 +1,9 @@
 Test Ticket!
 
-<div>Hallo <%= d 'agent.firstname' %>,</div>
+<div>Hallo #{agent.firstname},</div>
 <br>
 <div>dies ist ein <b>Test Ticket</b>. Ich bin ein Kunde und benötige Hilfe! :)</div>
 <br>
-<div><%= d 'customer.fullname' %></div>
+<div>#{customer.fullname}</div>
 <br>
 <div>Das Zammad Projekt</div>
diff --git a/app/views/mailer/test_ticket/en.html.erb b/app/views/mailer/test_ticket/en.html.erb
index fd1d00929..557c902eb 100644
--- a/app/views/mailer/test_ticket/en.html.erb
+++ b/app/views/mailer/test_ticket/en.html.erb
@@ -1,9 +1,9 @@
 Test Ticket!
 
-<div>Dear <%= d 'agent.firstname' %>,</div>
+<div>Dear #{agent.firstname},</div>
 <br>
 <div>This is a <b>test ticket</b>. I'm a customer and I need some help! :)</div>
 <br>
-<div><%= d 'customer.fullname' %></div>
+<div>#{customer.fullname}</div>
 <br>
 <div>The Zammad Project</div>
diff --git a/app/views/mailer/ticket_create/de.html.erb b/app/views/mailer/ticket_create/de.html.erb
index b1db98e71..bc666a485 100644
--- a/app/views/mailer/ticket_create/de.html.erb
+++ b/app/views/mailer/ticket_create/de.html.erb
@@ -1,24 +1,24 @@
-Neues Ticket (<%= d 'ticket.title' %>)
+Neues Ticket (#{ticket.title})
 
-<div>Hallo <%= d 'recipient.firstname' %>,</div>
+<div>Hallo #{recipient.firstname},</div>
 <br>
-<div>es wurde ein neues Ticket (<%= d 'ticket.title' %>) von "<b><%= d 'current_user.longname' %></b>" erstellt.</div>
+<div>es wurde ein neues Ticket (#{ticket.title}) von "<b>#{current_user.longname}</b>" erstellt.</div>
 <br>
 <div>
-<%= t 'Group' %>: <%= d 'ticket.group.name' %><br>
-<%= t 'Owner' %>: <%= d 'ticket.owner.fullname' %><br>
-<%= t 'State' %>: <%= t d 'ticket.state.name' %><br>
+#{t('Group')}: #{ticket.group.name}<br>
+#{t('Owner')}: #{ticket.owner.fullname}<br>
+#{t('State')}: #{t(ticket.state.name)}<br>
 </div>
 <br>
 <% if @objects[:article] %>
   <div>
-  <%= t 'Information' %>:
+  #{t('Information')}:
   <blockquote type="cite">
-  <%= a_html 'article' %>
+  #{article.body_as_html}
   </blockquote>
   </div>
 <% end %>
 <br>
 <div>
-  <a href="<%= c 'http_type' %>://<%= c 'fqdn' %>/#ticket/zoom/<%= d 'ticket.id' %>" target="zammad_app"><%= t 'View this in Zammad' %></a>
+  <a href="#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}" target="zammad_app">#{t('View this in Zammad')}</a>
 </div>
diff --git a/app/views/mailer/ticket_create/en.html.erb b/app/views/mailer/ticket_create/en.html.erb
index 408fe77b7..009784232 100644
--- a/app/views/mailer/ticket_create/en.html.erb
+++ b/app/views/mailer/ticket_create/en.html.erb
@@ -1,24 +1,24 @@
-New Ticket (<%= d 'ticket.title' %>)
+New Ticket (#{ticket.title})
 
-<div>Hi <%= d 'recipient.firstname' %>,</div>
+<div>Hi #{recipient.firstname},</div>
 <br>
-<div>A new ticket (<%= d 'ticket.title' %>) has been created by "<b><%= d 'current_user.longname' %></b>".</div>
+<div>A new ticket (#{ticket.title}) has been created by "<b>#{current_user.longname}</b>".</div>
 <br>
 <div>
-<%= t 'Group' %>: <%= d 'ticket.group.name' %><br>
-<%= t 'Owner' %>: <%= d 'ticket.owner.fullname' %><br>
-<%= t 'State' %>: <%= t d 'ticket.state.name' %><br>
+#{t('Group')}: #{ticket.group.name}<br>
+#{t('Owner')}: #{ticket.owner.fullname}<br>
+#{t('State')}: #{t(ticket.state.name)}<br>
 </div>
 <br>
 <% if @objects[:article] %>
   <div>
-  <%= t 'Information' %>:
+  #{t('Information')}:
   <blockquote type="cite">
-  <%= a_html 'article' %>
+  #{article.body_as_html}
   </blockquote>
   </div>
 <% end %>
 <br>
 <div>
-  <a href="<%= c 'http_type' %>://<%= c 'fqdn' %>/#ticket/zoom/<%= d 'ticket.id' %>" target="zammad_app"><%= t 'View this in Zammad' %></a>
+  <a href="#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}" target="zammad_app">#{t('View this in Zammad')}</a>
 </div>
diff --git a/app/views/mailer/ticket_escalation/de.html.erb b/app/views/mailer/ticket_escalation/de.html.erb
index 86ba3da5d..ea71cd93d 100644
--- a/app/views/mailer/ticket_escalation/de.html.erb
+++ b/app/views/mailer/ticket_escalation/de.html.erb
@@ -1,18 +1,18 @@
-Ticket ist eskaliert (<%= d 'ticket.title' %>)
+Ticket ist eskaliert (#{ticket.title})
 
-<div>Hallo <%= d 'recipient.firstname' %>,</div>
+<div>Hallo #{recipient.firstname},</div>
 <br>
-<div>Ticket (<%= d 'ticket.title' %>) von "<b><%= d 'ticket.customer.longname' %></b>" ist seit "<%= d 'ticket.escalation_at' %>" eskaliert!</div>
+<div>Ticket (#{ticket.title}) von "<b>#{ticket.customer.longname}</b>" ist seit "#{ticket.escalation_at}" eskaliert!</div>
 <br>
 <% if @objects[:article] %>
   <div>
-  <%= t 'Information' %>:
+  #{t('Information')}:
   <blockquote type="cite">
-  <%= a_html 'article' %>
+  #{article.body_as_html}
   </blockquote>
   </div>
 <% end %>
 <br>
 <div>
-  <a href="<%= c 'http_type' %>://<%= c 'fqdn' %>/#ticket/zoom/<%= d 'ticket.id' %>" target="zammad_app"><%= t 'View this in Zammad' %></a>
+  <a href="#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}" target="zammad_app">#{t('View this in Zammad')}</a>
 </div>
diff --git a/app/views/mailer/ticket_escalation/en.html.erb b/app/views/mailer/ticket_escalation/en.html.erb
index 078a55262..bb779fba0 100644
--- a/app/views/mailer/ticket_escalation/en.html.erb
+++ b/app/views/mailer/ticket_escalation/en.html.erb
@@ -1,18 +1,18 @@
-Ticket is escalated (<%= d 'ticket.title' %>)
+Ticket is escalated (#{ticket.title})
 
-<div>Hi <%= d 'recipient.firstname' %>,</div>
+<div>Hi #{recipient.firstname},</div>
 <br>
-<div>A ticket (<%= d 'ticket.title' %>) from "<b><%= d 'ticket.customer.longname' %></b>" is escalated since "<%= d 'ticket.escalation_at' %>"!</div>
+<div>A ticket (#{ticket.title}) from "<b>#{ticket.customer.longname}</b>" is escalated since "#{ticket.escalation_at}"!</div>
 <br>
 <% if @objects[:article] %>
   <div>
-  <%= t 'Information' %>:
+  #{t('Information')}:
   <blockquote type="cite">
-  <%= a_html 'article' %>
+  #{article.body_as_html}
   </blockquote>
   </div>
 <% end %>
 <br>
 <div>
-  <a href="<%= c 'http_type' %>://<%= c 'fqdn' %>/#ticket/zoom/<%= d 'ticket.id' %>" target="zammad_app"><%= t 'View this in Zammad' %></a>
+  <a href="#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}" target="zammad_app">#{t('View this in Zammad')}</a>
 </div>
diff --git a/app/views/mailer/ticket_escalation_warning/de.html.erb b/app/views/mailer/ticket_escalation_warning/de.html.erb
index d78d8fe48..6a20eb8a7 100644
--- a/app/views/mailer/ticket_escalation_warning/de.html.erb
+++ b/app/views/mailer/ticket_escalation_warning/de.html.erb
@@ -1,18 +1,18 @@
-Ticket wird eskalieren (<%= d 'ticket.title' %>)
+Ticket wird eskalieren (#{ticket.title})
 
-<div>Hallo <%= d 'recipient.firstname' %>,</div>
+<div>Hallo #{recipient.firstname},</div>
 <br>
-<div>Ticket (<%= d 'ticket.title' %>) von "<b><%= d 'ticket.customer.longname' %></b>" wird um "<%= d 'ticket.escalation_at' %>" eskalieren!</div>
+<div>Ticket (#{ticket.title}) von "<b>#{ticket.customer.longname}</b>" wird um "#{ticket.escalation_at}" eskalieren!</div>
 <br>
 <% if @objects[:article] %>
   <div>
-  <%= t 'Information' %>:
+  #{t('Information')}:
   <blockquote type="cite">
-  <%= a_html 'article' %>
+  #{article.body_as_html}
   </blockquote>
   </div>
 <% end %>
 <br>
 <div>
-  <a href="<%= c 'http_type' %>://<%= c 'fqdn' %>/#ticket/zoom/<%= d 'ticket.id' %>" target="zammad_app"><%= t 'View this in Zammad' %></a>
+  <a href="#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}" target="zammad_app">#{t('View this in Zammad')}</a>
 </div>
diff --git a/app/views/mailer/ticket_escalation_warning/en.html.erb b/app/views/mailer/ticket_escalation_warning/en.html.erb
index 0952efc91..3750ebe39 100644
--- a/app/views/mailer/ticket_escalation_warning/en.html.erb
+++ b/app/views/mailer/ticket_escalation_warning/en.html.erb
@@ -1,18 +1,18 @@
-Ticket will escalate (<%= d 'ticket.title' %>)
+Ticket will escalate (#{ticket.title})
 
-<div>Hi <%= d 'recipient.firstname' %>,</div>
+<div>Hi #{recipient.firstname},</div>
 <br>
-<div>A ticket (<%= d 'ticket.title' %>) from "<b><%= d 'ticket.customer.longname' %></b>" will escalate at "<%= d 'ticket.escalation_at' %>"!</div>
+<div>A ticket (#{ticket.title}) from "<b>#{ticket.customer.longname}</b>" will escalate at "#{ticket.escalation_at}"!</div>
 <br>
 <% if @objects[:article] %>
   <div>
-  <%= t 'Information' %>:
+  #{t('Information')}:
   <blockquote type="cite">
-  <%= a_html 'article' %>
+  #{article.body_as_html}
   </blockquote>
   </div>
 <% end %>
 <br>
 <div>
-  <a href="<%= c 'http_type' %>://<%= c 'fqdn' %>/#ticket/zoom/<%= d 'ticket.id' %>" target="zammad_app"><%= t 'View this in Zammad' %></a>
+  <a href="#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}" target="zammad_app">#{t('View this in Zammad')}</a>
 </div>
diff --git a/app/views/mailer/ticket_reminder_reached/de.html.erb b/app/views/mailer/ticket_reminder_reached/de.html.erb
index 275660959..1e4e1785f 100644
--- a/app/views/mailer/ticket_reminder_reached/de.html.erb
+++ b/app/views/mailer/ticket_reminder_reached/de.html.erb
@@ -1,18 +1,18 @@
-Warten auf Erinnerung erreicht! (<%= d 'ticket.title' %>)
+Warten auf Erinnerung erreicht! (#{ticket.title})
 
-<div>Hallo <%= d 'recipient.firstname' %>,</div>
+<div>Hallo #{recipient.firstname},</div>
 <br>
-<div>dieses Ticket benötigt Deine Aufmerksamkeit, warten auf Erinnerung für (<%= d 'ticket.title' %>) mit dem Kunden "<b><%= d 'ticket.customer.longname' %></b>" ist erreicht.</div>
+<div>dieses Ticket benötigt Deine Aufmerksamkeit, warten auf Erinnerung für (#{ticket.title}) mit dem Kunden "<b>#{ticket.customer.longname}</b>" ist erreicht.</div>
 <br>
 <% if @objects[:article] %>
   <div>
-  <%= t 'Information' %>:
+  #{t('Information')}:
   <blockquote type="cite">
-  <%= a_html 'article' %>
+  #{article.body_as_html}
   </blockquote>
   </div>
 <% end %>
 <br>
 <div>
-  <a href="<%= c 'http_type' %>://<%= c 'fqdn' %>/#ticket/zoom/<%= d 'ticket.id' %>" target="zammad_app"><%= t 'View this in Zammad' %></a>
+  <a href="#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}" target="zammad_app">#{t('View this in Zammad')}</a>
 </div>
diff --git a/app/views/mailer/ticket_reminder_reached/en.html.erb b/app/views/mailer/ticket_reminder_reached/en.html.erb
index 65f7b5440..5998d8830 100644
--- a/app/views/mailer/ticket_reminder_reached/en.html.erb
+++ b/app/views/mailer/ticket_reminder_reached/en.html.erb
@@ -1,18 +1,18 @@
-Reminder reached (<%= d 'ticket.title' %>)
+Reminder reached (#{ticket.title})
 
-<div>Hi <%= d 'recipient.firstname' %>,</div>
+<div>Hi #{recipient.firstname},</div>
 <br>
-<div>A ticket needs attention, reminder reached for (<%= d 'ticket.title' %>) with customer "<b><%= d 'ticket.customer.longname' %></b>".</div>
+<div>A ticket needs attention, reminder reached for (#{ticket.title}) with customer "<b>#{ticket.customer.longname}</b>".</div>
 <br>
 <% if @objects[:article] %>
   <div>
-  <%= t 'Information' %>:
+  #{t('Information')}:
   <blockquote type="cite">
-  <%= a_html 'article' %>
+  #{article.body_as_html}
   </blockquote>
   </div>
 <% end %>
 <br>
 <div>
-  <a href="<%= c 'http_type' %>://<%= c 'fqdn' %>/#ticket/zoom/<%= d 'ticket.id' %>" target="zammad_app"><%= t 'View this in Zammad' %></a>
+  <a href="#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}" target="zammad_app">#{t('View this in Zammad')}</a>
 </div>
diff --git a/app/views/mailer/ticket_update/de.html.erb b/app/views/mailer/ticket_update/de.html.erb
index 6930d2c01..bc2afff05 100644
--- a/app/views/mailer/ticket_update/de.html.erb
+++ b/app/views/mailer/ticket_update/de.html.erb
@@ -1,14 +1,14 @@
-Ticket aktualisiert (<%= d 'ticket.title' %>)
+Ticket aktualisiert (#{ticket.title})
 
-<div>Hi <%= d 'recipient.firstname' %>,</div>
+<div>Hi #{recipient.firstname},</div>
 <br>
 <div>
-Ticket (<%= d 'ticket.title' %>) wurde von "<b><%= d 'current_user.longname' %></b>" aktualisiert.
+Ticket (#{ticket.title}) wurde von "<b>#{current_user.longname}</b>" aktualisiert.
 </div>
 <br>
 <% if @objects[:changes] && !@objects[:changes].empty? %>
   <div>
-  <%= t 'Changes' %>:<br>
+  #{t('Changes')}:<br>
   <% @objects[:changes].each do |key, value| %>
     <%= t key %>: <%= h value[0] %> -&gt; <%= h value[1] %><br>
   <% end %>
@@ -17,13 +17,13 @@ Ticket (<%= d 'ticket.title' %>) wurde von "<b><%= d 'current_user.longname' %><
 <br>
 <% if @objects[:article] %>
   <div>
-  <%= t 'Information' %>:
+  #{t('Information')}:
   <blockquote type="cite">
-  <%= a_html 'article' %>
+  #{article.body_as_html}
   </blockquote>
   </div>
 <% end %>
 <br>
 <div>
-  <a href="<%= c 'http_type' %>://<%= c 'fqdn' %>/#ticket/zoom/<%= d 'ticket.id' %>" target="zammad_app"><%= t 'View this in Zammad' %></a>
+  <a href="#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}" target="zammad_app">#{t('View this in Zammad')}</a>
 </div>
diff --git a/app/views/mailer/ticket_update/en.html.erb b/app/views/mailer/ticket_update/en.html.erb
index 220874bcc..c0dd35ec2 100644
--- a/app/views/mailer/ticket_update/en.html.erb
+++ b/app/views/mailer/ticket_update/en.html.erb
@@ -1,14 +1,14 @@
-Updated Ticket (<%= d 'ticket.title' %>)
+Updated Ticket (#{ticket.title})
 
-<div>Hi <%= d 'recipient.firstname' %>,</div>
+<div>Hi #{recipient.firstname},</div>
 <br>
 <div>
-Ticket (<%= d 'ticket.title' %>) has been updated by "<b><%= d 'current_user.longname' %></b>".
+Ticket (#{ticket.title}) has been updated by "<b>#{current_user.longname}</b>".
 </div>
 <br>
 <% if @objects[:changes] && !@objects[:changes].empty? %>
   <div>
-  <%= t 'Changes' %>:<br>
+  #{t('Changes')}:<br>
   <% @objects[:changes].each do |key, value| %>
     <%= t key %>: <%= h value[0] %> -&gt; <%= h value[1] %><br>
   <% end %>
@@ -17,13 +17,13 @@ Ticket (<%= d 'ticket.title' %>) has been updated by "<b><%= d 'current_user.lon
 <br>
 <% if @objects[:article] %>
   <div>
-  <%= t 'Information' %>:
+  #{t('Information')}:
   <blockquote type="cite">
-  <%= a_html 'article' %>
+  #{article.body_as_html}
   </blockquote>
   </div>
 <% end %>
 <br>
 <div>
-  <a href="<%= c 'http_type' %>://<%= c 'fqdn' %>/#ticket/zoom/<%= d 'ticket.id' %>" target="zammad_app"><%= t 'View this in Zammad' %></a>
+  <a href="#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}" target="zammad_app">#{t('View this in Zammad')}</a>
 </div>
diff --git a/app/views/mailer/user_device_new/de.html.erb b/app/views/mailer/user_device_new/de.html.erb
index 889cd7b9a..a4b283ae9 100644
--- a/app/views/mailer/user_device_new/de.html.erb
+++ b/app/views/mailer/user_device_new/de.html.erb
@@ -1,19 +1,19 @@
-<%= c 'product_name' %>-Anmeldung erfasst von einem neuen Gerät
+#{config.product_name}-Anmeldung erfasst von einem neuen Gerät
 
-<div>Hallo <%= d 'user.firstname' %>,</div>
+<div>Hallo #{user.firstname},</div>
 <br>
-<div>es sieht aus, als ob Du Dich mit <b>einem neuen Gerät</b> um "<%= d 'user_device.created_at' %>" angemeldet hast:</div>
+<div>es sieht aus, als ob Du Dich mit <b>einem neuen Gerät</b> um "#{user_device.created_at}" angemeldet hast:</div>
 <br>
 <div>
-Dein Gerät: <%= d 'user_device.name' %><br>
-Deine Lokation (relativ): <%= d 'user_device.location' %><br>
-Deine IP: <%= d 'user_device.ip' %><br>
+Dein Gerät: #{user_device.name}<br>
+Deine Lokation (relativ): #{user_device.location}<br>
+Deine IP: #{user_device.ip}<br>
 </div>
 <br>
 <div>Das Gerät wurde in die Liste der bekannten Geräte hinzugefügt, diese Liste kannst Du hier einsehen:</div>
 <br>
-<div><%= c 'http_type' %>://<%= c 'fqdn' %>/#profile/devices</div>
+<div>#{config.http_type}://#{config.fqdn}/#profile/devices</div>
 <br>
 <div>Wenn dies nicht Du warst, entferne das Gerät aus der Liste, ändere Dein Account-Passwort und kontaktieren Deinen Administrator. Jemand könnte unberechtigten Zugriff auf Dein Konto bekommen haben.</div>
 <br>
-<div>Dein <%= c 'product_name' %> Team</div>
+<div>Dein #{config.product_name} Team</div>
diff --git a/app/views/mailer/user_device_new/en.html.erb b/app/views/mailer/user_device_new/en.html.erb
index 71b792281..70fc2bbd7 100644
--- a/app/views/mailer/user_device_new/en.html.erb
+++ b/app/views/mailer/user_device_new/en.html.erb
@@ -1,19 +1,19 @@
-<%= c 'product_name' %> signin detected from a new device
+#{config.product_name} signin detected from a new device
 
-<div>Hi <%= d 'user.firstname' %>,</div>
+<div>Hi #{user.firstname},</div>
 <br>
-<div>It looks like you signed into your account <b>using a new device</b> on "<%= d 'user_device.created_at' %>":</div>
+<div>It looks like you signed into your account <b>using a new device</b> on "#{user_device.created_at}":</div>
 <br>
 <div>
-Your device: <%= d 'user_device.name' %><br>
-Your location (relative): <%= d 'user_device.location' %><br>
-Your IP: <%= d 'user_device.ip' %><br>
+Your device: #{user_device.name}<br>
+Your location (relative): #{user_device.location}<br>
+Your IP: #{user_device.ip}<br>
 </div>
 <br>
 <div>Your device has been added to your list of known devices, which you can view here:</div>
 <br>
-<div><%= c 'http_type' %>://<%= c 'fqdn' %>/#profile/devices</div>
+<div>#{config.http_type}://#{config.fqdn}/#profile/devices</div>
 <br>
 <div>If this wasn't you, remove the device, changing your account password, and contacting your administrator. Somebody might have gained unauthorized access to your account.</div>
 <br>
-<div>Your <%= c 'product_name' %> Team</div>
+<div>Your #{config.product_name} Team</div>
diff --git a/app/views/mailer/user_device_new_location/de.html.erb b/app/views/mailer/user_device_new_location/de.html.erb
index 31b7fd816..d59269bcf 100644
--- a/app/views/mailer/user_device_new_location/de.html.erb
+++ b/app/views/mailer/user_device_new_location/de.html.erb
@@ -1,19 +1,19 @@
-<%= c 'product_name' %>-Anmeldung von einem anderen Land erfasst
+#{config.product_name}-Anmeldung von einem anderen Land erfasst
 
-<div>Hallo <%= d 'user.firstname' %>,</div>
+<div>Hallo #{user.firstname},</div>
 <br>
-<div>es sieht aus, als ob Du Dich um "<%= d 'user_device.created_at' %>" von einem <b>bekannten Gerät aus einem anderen Land angemeldet hast</b>:</div>
+<div>es sieht aus, als ob Du Dich um "#{user_device.created_at}" von einem <b>bekannten Gerät aus einem anderen Land angemeldet hast</b>:</div>
 <br>
 <div>
-Dein Gerät: <%= d 'user_device.name' %><br>
-Deine Lokation (relativ): <%= d 'user_device.location' %><br>
-Deine IP: <%= d 'user_device.ip' %><br>
+Dein Gerät: #{user_device.name}<br>
+Deine Lokation (relativ): #{user_device.location}<br>
+Deine IP: #{user_device.ip}<br>
 </div>
 <br>
 <div>Das neue Land wurde in die Liste der bekannten Geräte hinzugefügt, diese Liste kannst Du hier einsehen:</div>
 <br>
-<div><%= c 'http_type' %>://<%= c 'fqdn' %>/#profile/devices</div>
+<div>#{config.http_type}://#{config.fqdn}/#profile/devices</div>
 <br>
 <div>Wenn dies nicht Du warst, entferne die neue Lokation aus der Liste, ändere Dein Account-Passwort und kontaktieren Deinen Administrator. Jemand könnte unberechtigten Zugriff auf Dein Konto bekommen haben.</div>
 <br>
-<div>Dein <%= c 'product_name' %> Team</div>
+<div>Dein #{config.product_name} Team</div>
diff --git a/app/views/mailer/user_device_new_location/en.html.erb b/app/views/mailer/user_device_new_location/en.html.erb
index 2cdfb5a6f..6b9119591 100644
--- a/app/views/mailer/user_device_new_location/en.html.erb
+++ b/app/views/mailer/user_device_new_location/en.html.erb
@@ -1,19 +1,19 @@
-<%= c 'product_name' %> signin detected from a new country
+#{config.product_name} signin detected from a new country
 
-<div>Hi <%= d 'user.firstname' %>,</div>
+<div>Hi #{user.firstname},</div>
 <br>
-<div>It looks like you used your account with an <b>known device but from a new country</b> on "<%= d 'user_device.created_at' %>":</div>
+<div>It looks like you used your account with an <b>known device but from a new country</b> on "#{user_device.created_at}":</div>
 <br>
 <div>
-Your device: <%= d 'user_device.name' %><br>
-Your location (relative): <%= d 'user_device.location' %><br>
-Your IP: <%= d 'user_device.ip' %><br>
+Your device: #{user_device.name}<br>
+Your location (relative): #{user_device.location}<br>
+Your IP: #{user_device.ip}<br>
 </div>
 <br>
 <div>The country has been added to your list of known devices, which you can view here:</div>
 <br>
-<div><%= c 'http_type' %>://<%= c 'fqdn' %>/#profile/devices</div>
+<div>#{config.http_type}://#{config.fqdn}/#profile/devices</div>
 <br>
 <div>If this wasn't you, remove the device, changing your account password, and contacting your administrator. Somebody might have gained unauthorized access to your account.</div>
 <br>
-<div>Your <%= c 'product_name' %> Team</div>
+<div>Your #{config.product_name} Team</div>
diff --git a/app/views/mailer/user_invite/de.html.erb b/app/views/mailer/user_invite/de.html.erb
index b83a06dd8..48504b298 100644
--- a/app/views/mailer/user_invite/de.html.erb
+++ b/app/views/mailer/user_invite/de.html.erb
@@ -1,13 +1,13 @@
-Einladung zu <%= c 'product_name' %> über <%= c 'fqdn' %>
+Einladung zu #{config.product_name} über #{config.fqdn}
 
-<div>Hallo <%= d 'user.firstname' %>,</div>
+<div>Hallo #{user.firstname},</div>
 <br>
-<div>Ich (<%= d 'current_user.firstname' %> <%= d 'current_user.lastname' %>) möchte Dich zu <%= c 'product_name' %> einladen - unsere Kundensupport / Ticket System Platform.</div>
+<div>Ich (#{current_user.firstname} #{current_user.lastname}) möchte Dich zu #{config.product_name} einladen - unsere Kundensupport / Ticket System Platform.</div>
 <br>
-<div>Um sich anzumelden kann <a href="<%= c 'http_type' %>://<%= c 'fqdn' %>/#password_reset_verify/<%= d 'token.name' %>">hier</a> das Password gesetzt werden.</div>
+<div>Um sich anzumelden kann <a href="#{config.http_type}://#{config.fqdn}/#password_reset_verify/#{token.name}">hier</a> das Password gesetzt werden.</div>
 <br>
 <div>Enjoy,</div>
 <br>
-<div><%= d 'current_user.firstname' %> <%= d 'current_user.lastname' %></div>
+<div>#{current_user.firstname} #{current_user.lastname}</div>
 <br>
-<div>Dein <%= c 'product_name' %> Team</div>
+<div>Dein #{config.product_name} Team</div>
diff --git a/app/views/mailer/user_invite/en.html.erb b/app/views/mailer/user_invite/en.html.erb
index 0dea44860..52e3b39db 100644
--- a/app/views/mailer/user_invite/en.html.erb
+++ b/app/views/mailer/user_invite/en.html.erb
@@ -1,13 +1,13 @@
-Invitation to <%= c 'product_name' %> at <%= c 'fqdn' %>
+Invitation to #{config.product_name} at #{config.fqdn}
 
-<div>Hi <%= d 'user.firstname' %>,</div>
+<div>Hi #{user.firstname},</div>
 <br>
-<div>I (<%= d 'current_user.firstname' %> <%= d 'current_user.lastname' %>) invite you to <%= c 'product_name' %> - our customer support / ticket system platform.</div>
+<div>I (#{current_user.firstname} #{current_user.lastname}) invite you to #{config.product_name} - our customer support / ticket system platform.</div>
 <br>
-<div>Click <a href="<%= c 'http_type' %>://<%= c 'fqdn' %>/#password_reset_verify/<%= d 'token.name' %>">here</a> and set your password.</div>
+<div>Click <a href="#{config.http_type}://#{config.fqdn}/#password_reset_verify/#{token.name}">here</a> and set your password.</div>
 <br>
 <div>Enjoy,</div>
 <br>
-<div><%= d 'current_user.firstname' %> <%= d 'current_user.lastname' %></div>
+<div>#{current_user.firstname} #{current_user.lastname}</div>
 <br>
-<div>Your <%= c 'product_name' %> Team</div>
+<div>Your #{config.product_name} Team</div>
diff --git a/app/views/slack/ticket_create/en.md.erb b/app/views/slack/ticket_create/en.md.erb
index 0d8268e39..e35162286 100644
--- a/app/views/slack/ticket_create/en.md.erb
+++ b/app/views/slack/ticket_create/en.md.erb
@@ -1,9 +1,9 @@
-# <%= d 'ticket.title' %>
-_<<%= c 'http_type' %>://<%= c 'fqdn' %>/#ticket/zoom/<%= d 'ticket.id' %>|Ticket#<%= d 'ticket.number' %>>: Created by <%= d 'current_user.longname' %> at <%= d 'ticket.updated_at' %>_
-* <%= t 'Group' %>: <%= d 'ticket.group.name' %>
-* <%= t 'Owner' %>: <%= d 'ticket.owner.fullname' %>
-* <%= t 'State' %>: <%= t d 'ticket.state.name' %>
+# #{ticket.title}
+_<#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}|Ticket##{ticket.number}>: Created by #{current_user.longname} at #{ticket.updated_at}_
+* #{t('Group')}: #{ticket.group.name}
+* #{t('Owner')}: #{ticket.owner.fullname}
+* #{t('State')}: #{t(ticket.state.name)}
 
 <% if @objects[:article] %>
-<%= a_text 'article' %>
+#{article.body_as_text}
 <% end %>
diff --git a/app/views/slack/ticket_escalation/en.md.erb b/app/views/slack/ticket_escalation/en.md.erb
index e9d232544..9cd928ab3 100644
--- a/app/views/slack/ticket_escalation/en.md.erb
+++ b/app/views/slack/ticket_escalation/en.md.erb
@@ -1,7 +1,7 @@
-# <%= d 'ticket.title' %>
-_<<%= c 'http_type' %>://<%= c 'fqdn' %>/#ticket/zoom/<%= d 'ticket.id' %>|Ticket#<%= d 'ticket.number' %>>: Escalated at <%= d 'ticket.escalation_at' %>_
-A ticket (<%= d 'ticket.title' %>) from "<%= d 'ticket.customer.longname' %>" is escalated since "<%= d 'ticket.escalation_at' %>"!
+# #{ticket.title}
+_<#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}|Ticket##{ticket.number}>: Escalated at #{ticket.escalation_at}_
+A ticket (#{ticket.title}) from "#{ticket.customer.longname}" is escalated since "#{ticket.escalation_at}"!
 
 <% if @objects[:article] %>
-<%= a_text 'article' %>
+#{article.body_as_text}
 <% end %>
diff --git a/app/views/slack/ticket_escalation_warning/en.md.erb b/app/views/slack/ticket_escalation_warning/en.md.erb
index 15068b0fb..ae976b512 100644
--- a/app/views/slack/ticket_escalation_warning/en.md.erb
+++ b/app/views/slack/ticket_escalation_warning/en.md.erb
@@ -1,7 +1,7 @@
-# <%= d 'ticket.title' %>
-_<<%= c 'http_type' %>://<%= c 'fqdn' %>/#ticket/zoom/<%= d 'ticket.id' %>|Ticket#<%= d 'ticket.number' %>>: Will escalate at <%= d 'ticket.escalation_at' %>_
-A ticket (<%= d 'ticket.title' %>) from "<%= d 'ticket.customer.longname' %>" will escalate at "<%= d 'ticket.escalation_at' %>"!
+# #{ticket.title}
+_<#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}|Ticket##{ticket.number}>: Will escalate at #{ticket.escalation_at}_
+A ticket (#{ticket.title}) from "#{ticket.customer.longname}" will escalate at "#{ticket.escalation_at}"!
 
 <% if @objects[:article] %>
-<%= a_text 'article' %>
+#{article.body_as_text}
 <% end %>
diff --git a/app/views/slack/ticket_reminder_reached/en.md.erb b/app/views/slack/ticket_reminder_reached/en.md.erb
index 8ae47fc71..7156b6464 100644
--- a/app/views/slack/ticket_reminder_reached/en.md.erb
+++ b/app/views/slack/ticket_reminder_reached/en.md.erb
@@ -1,7 +1,7 @@
-# <%= d 'ticket.title' %>
-_<<%= c 'http_type' %>://<%= c 'fqdn' %>/#ticket/zoom/<%= d 'ticket.id' %>|Ticket#<%= d 'ticket.number' %>>: Reminder reached!_
-A ticket needs attention, reminder reached for (<%= d 'ticket.title' %>) with customer "*<%= d 'ticket.customer.longname' %>*".
+# #{ticket.title}
+_<#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}|Ticket##{ticket.number}>: Reminder reached!_
+A ticket needs attention, reminder reached for (#{ticket.title}) with customer "*#{ticket.customer.longname}*".
 
 <% if @objects[:article] %>
-<%= a_text 'article' %>
+#{article.body_as_text}
 <% end %>
diff --git a/app/views/slack/ticket_update/en.md.erb b/app/views/slack/ticket_update/en.md.erb
index fe1a80e29..e8a9f86de 100644
--- a/app/views/slack/ticket_update/en.md.erb
+++ b/app/views/slack/ticket_update/en.md.erb
@@ -1,5 +1,5 @@
-# <%= d 'ticket.title' %>
-_<<%= c 'http_type' %>://<%= c 'fqdn' %>/#ticket/zoom/<%= d 'ticket.id' %>|Ticket#<%= d 'ticket.number' %>>: Updated by <%= d 'current_user.longname' %> at <%= d 'ticket.updated_at' %>_
+# #{ticket.title}
+_<#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}|Ticket##{ticket.number}>: Updated by #{current_user.longname} at #{ticket.updated_at}_
 <% if @objects[:changes] && !@objects[:changes].empty? %>
   <% @objects[:changes].each do |key, value| %>
   * <%= t key %>: <%= h value[0] %> -> <%= h value[1] %>
@@ -7,5 +7,5 @@ _<<%= c 'http_type' %>://<%= c 'fqdn' %>/#ticket/zoom/<%= d 'ticket.id' %>|Ticke
 <% end %>
 
 <% if @objects[:article] %>
-<%= a_text 'article' %>
+#{article.body_as_text}
 <% end %>
diff --git a/lib/notification_factory/mailer.rb b/lib/notification_factory/mailer.rb
index ca70330c4..79895fb84 100644
--- a/lib/notification_factory/mailer.rb
+++ b/lib/notification_factory/mailer.rb
@@ -6,7 +6,7 @@ get notification settings for user and notification type
 
   result = NotificationFactory::Mailer.notification_settings(user, ticket, type)
 
-  type: create | update | reminder_reached | pending
+  type: create | update | reminder_reached | escalation (escalation_warning)
 
 returns
 
@@ -21,6 +21,15 @@ returns
 =end
 
   def self.notification_settings(user, ticket, type)
+
+    # map types if needed
+    map = {
+      'escalation_warning' => 'escalation'
+    }
+    if map[type]
+      type = map[type]
+    end
+
     return if !user.preferences
     return if !user.preferences['notification_config']
     matrix = user.preferences['notification_config']['matrix']
@@ -190,11 +199,12 @@ retunes
   )
 
   result = NotificationFactory::Mailer.template(
-    templateInline: "Invitation to <%= c 'product_name' %> at <%= c 'fqdn' %>",
+    templateInline: "Invitation to \#{config.product_name} at \#{config.fqdn}",
     locale: 'en-us',
     objects:  {
       recipient: User.find(2),
     },
+    quote: true, # html quoting
   )
 
 only raw subject/body
@@ -221,7 +231,7 @@ returns
   def self.template(data)
 
     if data[:templateInline]
-      return NotificationFactory::Renderer.new(data[:objects], data[:locale], data[:templateInline], false).render
+      return NotificationFactory::Renderer.new(data[:objects], data[:locale], data[:templateInline], data[:quote]).render
     end
 
     template = NotificationFactory.template_read(
diff --git a/lib/notification_factory/renderer.rb b/lib/notification_factory/renderer.rb
index 86e60814f..e8d4a8697 100644
--- a/lib/notification_factory/renderer.rb
+++ b/lib/notification_factory/renderer.rb
@@ -9,7 +9,7 @@ examples how to use
         ticket: Ticket.first,
       },
       'de-de',
-      'some template <b><%= d "ticket.title", false %></b> <%= c "fqdn", false %>',
+      'some template <b>#{ticket.title}</b> {config.fqdn}',
       false
     ).render
 
@@ -18,7 +18,7 @@ examples how to use
         ticket: Ticket.first,
       },
       'de-de',
-      'some template <b><%= d "ticket.title", true %></b> <%= c "fqdn", true %>',
+      'some template <b>#{ticket.title}</b> #{config.fqdn}',
     ).render
 
 =end
@@ -26,7 +26,7 @@ examples how to use
   def initialize(objects, locale, template, escape = true)
     @objects = objects
     @locale = locale || 'en-us'
-    @template = NotificationFactory::Template.new(template)
+    @template = NotificationFactory::Template.new(template, escape)
     @escape = escape
   end
 
@@ -41,6 +41,25 @@ examples how to use
     # do validaton, ignore some methodes
     return "\#{#{key} / not allowed}" if !data_key_valid?(key)
 
+    # aliases
+    map = {
+      'article.body' => 'article.body_as_text_with_quote.text2html',
+    }
+    if map[key]
+      key = map[key]
+    end
+
+    # escape in html mode
+    if escape
+      no_escape = {
+        'article.body_as_html' => true,
+        'article.body_as_text_with_quote.text2html' => true,
+      }
+      if no_escape[key]
+        escape = false
+      end
+    end
+
     value          = nil
     object_methods = key.split('.')
     object_name    = object_methods.shift
@@ -76,7 +95,11 @@ examples how to use
         value = "\#{#{object_name}.#{object_methods_s} / no such method}"
         break
       end
-      object_refs = object_refs.send(method.to_sym)
+      begin
+        object_refs = object_refs.send(method.to_sym)
+      rescue => e
+        object_refs = "\#{#{object_name}.#{object_methods_s} / e.message}"
+      end
     }
     placeholder = if !value
                     object_refs
@@ -100,27 +123,6 @@ examples how to use
     escaping(translation, escape)
   end
 
-  # a_html - article body in html
-  # a_html(article)
-  def a_html(article)
-    content_type = d "#{article}.content_type", false
-    if content_type =~ /html/
-      return d "#{article}.body", false
-    end
-    d("#{article}.body", false).text2html
-  end
-
-  # a_text - article body in text
-  # a_text(article)
-  def a_text(article)
-    content_type = d "#{article}.content_type", false
-    body = d "#{article}.body", false
-    if content_type =~ /html/
-      body = body.html2text
-    end
-    (body.strip + "\n").gsub(/^(.*?)$/, '> \\1')
-  end
-
   # h - htmlEscape
   # h('fqdn', htmlEscape)
   def h(key)
@@ -137,7 +139,7 @@ examples how to use
   end
 
   def data_key_valid?(key)
-    return false if key =~ /`|\.(|\s*)(save|destroy|delete|remove|drop|update|create|new|all|where|find)/i
+    return false if key =~ /`|\.(|\s*)(save|destroy|delete|remove|drop|update|create|new|all|where|find)/i && key !~ /(update|create)d_at/i
     true
   end
 
diff --git a/lib/notification_factory/slack.rb b/lib/notification_factory/slack.rb
index c0102e460..da8dc3b6c 100644
--- a/lib/notification_factory/slack.rb
+++ b/lib/notification_factory/slack.rb
@@ -33,8 +33,8 @@ returns
       type: 'slack',
     )
 
-    message_subject = NotificationFactory::Renderer.new(data[:objects], data[:locale], template[:subject]).render
-    message_body = NotificationFactory::Renderer.new(data[:objects], data[:locale], template[:body]).render
+    message_subject = NotificationFactory::Renderer.new(data[:objects], data[:locale], template[:subject], false).render
+    message_body = NotificationFactory::Renderer.new(data[:objects], data[:locale], template[:body], false).render
 
     if !data[:raw]
       application_template = NotificationFactory.application_template_read(
@@ -43,7 +43,7 @@ returns
       )
       data[:objects][:message] = message_body
       data[:objects][:standalone] = data[:standalone]
-      message_body = NotificationFactory::Renderer.new(data[:objects], data[:locale], application_template).render
+      message_body = NotificationFactory::Renderer.new(data[:objects], data[:locale], application_template, false).render
     end
     {
       subject: message_subject.strip!,
diff --git a/lib/notification_factory/template.rb b/lib/notification_factory/template.rb
index 7da6e8efe..76dbe7c53 100644
--- a/lib/notification_factory/template.rb
+++ b/lib/notification_factory/template.rb
@@ -5,13 +5,15 @@ class NotificationFactory::Template
 examples how to use
 
     cleaned_template = NotificationFactory::Template.new(
-      'some template <b><%= d "ticket.title", false %></b> <%= c "fqdn", false %>',
+      'some template <b>#{ticket.title}</b> #{config.fqdn}',
+      true,
     ).to_s
 
 =end
 
-  def initialize(template)
+  def initialize(template, escape)
     @template = template
+    @escape = escape
   end
 
   def to_s
@@ -23,7 +25,35 @@ examples how to use
   def strip_html
     # some browsers start adding HTML tags
     # fixes https://github.com/zammad/zammad/issues/385
-    @template.gsub!(%r{#\{\s*<[^>]+>([^<]+)</[^>]+>\s*\}}, '\1')
-    @template.gsub!(/#\{\s*<[^>]+>([^<]+)\s*\}/, '\1')
+    @template.gsub!(/\#\{\s*t\((.+?)\)\s*\}/m) do
+      content = $1
+      if content =~ /^'(.+?)'$/
+        "<%= t \"#{strip_content($1)}\", #{@escape} %>"
+      else
+        "<%= t d\"#{strip_variable(content)}\", #{@escape} %>"
+      end
+    end
+    @template.gsub!(/\#\{\s*config\.(.+?)\s*\}/m) do
+      "<%= c \"#{strip_variable($1)}\", #{@escape} %>"
+    end
+    @template.gsub!(/\#\{(.*?)\}/m) do
+      "<%= d \"#{strip_variable($1)}\", #{@escape} %>"
+    end
   end
+
+  def strip_content(string)
+    return string if !string
+    string.gsub!(/\t|\r|\n/, '')
+    string.gsub!(/"/, '\"')
+    string
+  end
+
+  def strip_variable(string)
+    return string if !string
+    string.gsub!(/\t|\r|\n|"|'|§|;/, '')
+    string.gsub!(/\s*/, '')
+    string.gsub!(/<.+?>/, '')
+    string
+  end
+
 end
diff --git a/test/unit/notification_factory_renderer_test.rb b/test/unit/notification_factory_renderer_test.rb
index a6e5bb0e7..d091afeec 100644
--- a/test/unit/notification_factory_renderer_test.rb
+++ b/test/unit/notification_factory_renderer_test.rb
@@ -3,29 +3,40 @@ require 'test_helper'
 
 class NotificationFactoryRendererTest < ActiveSupport::TestCase
 
-  # TODO: should be mocked somehow
-  Translation.load('de-de')
-
   # RSpec incoming!
   def described_class
     NotificationFactory::Renderer
   end
 
-  Group  = Struct.new(:name)
-  State  = Struct.new(:name)
-  User   = Struct.new(:firstname, :lastname, :longname, :fullname)
-  Ticket = Struct.new(:id, :title, :group, :owner, :state)
-
-  group        = Group.new('Users')
-  state        = State.new('new')
-  owner        = User.new('Notification<b>xxx</b>', 'Agent1<b>yyy</b>', 'Notification<b>xxx</b> Agent1<b>yyy</b>', 'Notification<b>xxx</b> Agent1<b>yyy</b> (Zammad)')
-  current_user = User.new('CurrentUser<b>xxx</b>', 'Agent2<b>yyy</b>', 'CurrentUser<b>xxx</b> Agent2<b>yyy</b>', 'CurrentUser<b>xxx</b> Agent2<b>yyy</b> (Zammad)')
-  recipient    = User.new('Recipient<b>xxx</b>', 'Customer1<b>yyy</b>', 'Recipient<b>xxx</b> Customer1<b>yyy</b>', 'Recipient<b>xxx</b> Customer1<b>yyy</b> (Zammad)')
-  ticket       = Ticket.new(1, '<b>Welcome to Zammad!</b>', group, owner, state)
+  group        = Group.new(name: 'Users')
+  owner        = User.new(firstname: 'Notification<b>xxx</b>', lastname: 'Agent1<b>yyy</b>')
+  current_user = User.new(firstname: 'CurrentUser<b>xxx</b>', lastname: 'Agent2<b>yyy</b>')
+  recipient    = User.new(firstname: 'Recipient<b>xxx</b>', lastname: 'Customer1<b>yyy</b>')
+  state        = Ticket::State.new(name: 'new')
+  ticket       = Ticket.new(
+    id: 1,
+    title: '<b>Welcome to Zammad!</b>',
+    group: group,
+    owner: owner,
+    state: state,
+    created_at: Time.zone.parse('2016-11-12 12:00:00 UTC'),
+    updated_at: Time.zone.parse('2016-11-12 14:00:00 UTC'),
+  )
+  article_html1 = Ticket::Article.new(
+    body: 'test <b>hello</b><br>some new line',
+    content_type: 'text/html',
+  )
+  article_plain1 = Ticket::Article.new(
+    body: "test <b>hello</b>\nsome new line",
+    content_type: 'text/plain',
+  )
+  article_plain2 = Ticket::Article.new(
+    body: "test <b>hello</b>\nsome new line",
+  )
 
   test 'replace object attribute' do
 
-    template = "<%= d 'ticket.title' %>"
+    template = "\#{ticket.title}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -35,7 +46,27 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
     ).render
     assert_equal(CGI.escapeHTML(ticket.title), result)
 
-    template = "<%= d 'ticket. title' %>"
+    template = "\#{ticket.created_at}"
+    result = described_class.new(
+      {
+        ticket: ticket,
+      },
+      'en-us',
+      template,
+    ).render
+    assert_equal(ticket.created_at.to_s, result)
+
+    template = "\#{ticket.updated_at}"
+    result = described_class.new(
+      {
+        ticket: ticket,
+      },
+      'en-us',
+      template,
+    ).render
+    assert_equal(ticket.updated_at.to_s, result)
+
+    template = "\#{ticket. title}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -45,7 +76,7 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
     ).render
     assert_equal(CGI.escapeHTML(ticket.title), result)
 
-    template = "<%= d 'ticket.\n title' %>"
+    template = "\#{ticket.\n title}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -55,7 +86,7 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
     ).render
     assert_equal(CGI.escapeHTML(ticket.title), result)
 
-    template = "<%= d 'ticket.\t title' %>"
+    template = "\#{ticket.\t title}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -65,7 +96,7 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
     ).render
     assert_equal(CGI.escapeHTML(ticket.title), result)
 
-    template = "<%= d 'ticket.\t\n title\t' %>"
+    template = "\#{ticket.\t\n title\t}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -75,13 +106,50 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
     ).render
     assert_equal(CGI.escapeHTML(ticket.title), result)
 
+    template = "\#{ticket.\" title\t}"
+    result = described_class.new(
+      {
+        ticket: ticket,
+      },
+      'en-us',
+      template,
+    ).render
+    assert_equal(CGI.escapeHTML(ticket.title), result)
+
+    template = "some test<br>\#{article.body}"
+    result = described_class.new(
+      {
+        article: article_html1,
+      },
+      'en-us',
+      template,
+    ).render
+    assert_equal('some test<br>&gt; test hello<br>&gt; some new line<br>', result)
+
+    result = described_class.new(
+      {
+        article: article_plain1,
+      },
+      'en-us',
+      template,
+    ).render
+    assert_equal('some test<br>&gt; test &lt;b&gt;hello&lt;/b&gt;<br>&gt; some new line<br>', result)
+
+    result = described_class.new(
+      {
+        article: article_plain2,
+      },
+      'en-us',
+      template,
+    ).render
+    assert_equal('some test<br>&gt; test &lt;b&gt;hello&lt;/b&gt;<br>&gt; some new line<br>', result)
+
   end
 
   test 'config' do
 
-    setting  = 'fqdn'
-    template = "<%= c '#{setting}' %>"
-
+    setting = 'fqdn'
+    template = "\#{config.#{setting}}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -89,13 +157,11 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
       'en-us',
       template,
     ).render
-
     assert_equal(Setting.get(setting), result)
 
     setting1 = 'fqdn'
     setting2 = 'product_name'
-    template = "some <%= c '#{setting1}' %> and <%= c '#{setting2}' %>"
-
+    template = "some \#{config.#{setting1}} and \#{config.#{setting2}}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -103,14 +169,25 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
       'en-us',
       template,
     ).render
+    assert_equal("some #{Setting.get(setting1)} and #{Setting.get(setting2)}", result)
 
+    setting1 = 'fqdn'
+    setting2 = 'product_name'
+    template = "some \#{ config.#{setting1}} and \#{\tconfig.#{setting2}}"
+    result = described_class.new(
+      {
+        ticket: ticket,
+      },
+      'en-us',
+      template,
+    ).render
     assert_equal("some #{Setting.get(setting1)} and #{Setting.get(setting2)}", result)
   end
 
   test 'translation' do
 
-    template = "<%= t 'new' %>"
-
+    #template = "<%= t 'new' %>"
+    template = "\#{t('new')}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -118,11 +195,9 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
       'de-de',
       template,
     ).render
-
     assert_equal('neu', result)
 
-    template = "some text <%= t 'new' %> and <%= t 'open' %>"
-
+    template = "some text \#{t('new')} and \#{t('open')}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -130,14 +205,33 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
       'de-de',
       template,
     ).render
+    assert_equal('some text neu and offen', result)
 
+    template = "some text \#{t('new') } and \#{ t('open')}"
+    result = described_class.new(
+      {
+        ticket: ticket,
+      },
+      'de-de',
+      template,
+    ).render
+    assert_equal('some text neu and offen', result)
+
+    template = "some text \#{\nt('new') } and \#{ t('open')\t}"
+    result = described_class.new(
+      {
+        ticket: ticket,
+      },
+      'de-de',
+      template,
+    ).render
     assert_equal('some text neu and offen', result)
 
   end
 
   test 'chained function calls' do
 
-    template = "<%= t d 'ticket.state.name' %>"
+    template = "\#{t(ticket.state.name)}"
 
     result = described_class.new(
       {
@@ -152,7 +246,7 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
 
   test 'not existing object and attribute' do
 
-    template = "<%= d '' %>"
+    template = "\#{}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -162,7 +256,7 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
     ).render
     assert_equal(CGI.escapeHTML('#{no such object}'), result)
 
-    template = "<%= d 'notexsiting.notexsiting' %>"
+    template = "\#{notexsiting.notexsiting}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -172,7 +266,7 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
     ).render
     assert_equal(CGI.escapeHTML('#{notexsiting / no such object}'), result)
 
-    template = "<%= d 'ticket.notexsiting' %>"
+    template = "\#{ticket.notexsiting}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -182,7 +276,7 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
     ).render
     assert_equal(CGI.escapeHTML('#{ticket.notexsiting / no such method}'), result)
 
-    template = "<%= d 'ticket.' %>"
+    template = "\#{ticket.}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -192,7 +286,7 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
     ).render
     assert_equal(CGI.escapeHTML('#{ticket. / no such method}'), result)
 
-    template = "<%= d 'ticket.title.notexsiting' %>"
+    template = "\#{ticket.title.notexsiting}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -202,7 +296,7 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
     ).render
     assert_equal(CGI.escapeHTML('#{ticket.title.notexsiting / no such method}'), result)
 
-    template = "<%= d 'ticket.notexsiting.notexsiting' %>"
+    template = "\#{ticket.notexsiting.notexsiting}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -212,7 +306,7 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
     ).render
     assert_equal(CGI.escapeHTML('#{ticket.notexsiting / no such method}'), result)
 
-    template = "<%= d 'notexsiting' %>"
+    template = "\#{notexsiting}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -222,7 +316,7 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
     ).render
     assert_equal(CGI.escapeHTML('#{notexsiting / no such object}'), result)
 
-    template = "<%= d 'notexsiting.' %>"
+    template = "\#{notexsiting.}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -232,7 +326,7 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
     ).render
     assert_equal(CGI.escapeHTML('#{notexsiting / no such object}'), result)
 
-    template = "<%= d 'string' %>"
+    template = "\#{string}"
     result = described_class.new(
       {
         string: 'some string',
@@ -242,7 +336,7 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
     ).render
     assert_equal(CGI.escapeHTML('some string'), result)
 
-    template = "<%= d 'fixum' %>"
+    template = "\#{fixum}"
     result = described_class.new(
       {
         fixum: 123,
@@ -252,7 +346,7 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
     ).render
     assert_equal(CGI.escapeHTML('123'), result)
 
-    template = "<%= d 'float' %>"
+    template = "\#{float}"
     result = described_class.new(
       {
         float: 123.99,
@@ -266,7 +360,7 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
 
   test 'data key validation' do
 
-    template = "<%= d 'ticket.title `echo 1`' %>"
+    template = "\#{ticket.title `echo 1`}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -274,9 +368,9 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
       'en-us',
       template,
     ).render
-    assert_equal(CGI.escapeHTML('#{ticket.title `echo 1` / not allowed}'), result)
+    assert_equal(CGI.escapeHTML('#{ticket.title`echo1` / not allowed}'), result)
 
-    template = "<%= d 'ticket.destroy' %>"
+    template = "\#{ticket.destroy}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -286,7 +380,7 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
     ).render
     assert_equal(CGI.escapeHTML('#{ticket.destroy / not allowed}'), result)
 
-    template = "<%= d 'ticket.save' %>"
+    template = "\#{ticket.save}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -296,7 +390,7 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
     ).render
     assert_equal(CGI.escapeHTML('#{ticket.save / not allowed}'), result)
 
-    template = "<%= d 'ticket.update' %>"
+    template = "\#{ticket.update}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -306,37 +400,7 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
     ).render
     assert_equal(CGI.escapeHTML('#{ticket.update / not allowed}'), result)
 
-    template = "<%= d 'ticket.delete' %>"
-    result = described_class.new(
-      {
-        ticket: ticket,
-      },
-      'en-us',
-      template,
-    ).render
-    assert_equal(CGI.escapeHTML('#{ticket.delete / not allowed}'), result)
-
-    template = "<%= d 'ticket.remove' %>"
-    result = described_class.new(
-      {
-        ticket: ticket,
-      },
-      'en-us',
-      template,
-    ).render
-    assert_equal(CGI.escapeHTML('#{ticket.remove / not allowed}'), result)
-
-    template = "<%= d 'ticket.drop' %>"
-    result = described_class.new(
-      {
-        ticket: ticket,
-      },
-      'en-us',
-      template,
-    ).render
-    assert_equal(CGI.escapeHTML('#{ticket.drop / not allowed}'), result)
-
-    template = "<%= d 'ticket.create' %>"
+    template = "\#{ticket.create}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -346,7 +410,47 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
     ).render
     assert_equal(CGI.escapeHTML('#{ticket.create / not allowed}'), result)
 
-    template = "<%= d 'ticket.new' %>"
+    template = "\#{ticket.delete}"
+    result = described_class.new(
+      {
+        ticket: ticket,
+      },
+      'en-us',
+      template,
+    ).render
+    assert_equal(CGI.escapeHTML('#{ticket.delete / not allowed}'), result)
+
+    template = "\#{ticket.remove}"
+    result = described_class.new(
+      {
+        ticket: ticket,
+      },
+      'en-us',
+      template,
+    ).render
+    assert_equal(CGI.escapeHTML('#{ticket.remove / not allowed}'), result)
+
+    template = "\#{ticket.drop}"
+    result = described_class.new(
+      {
+        ticket: ticket,
+      },
+      'en-us',
+      template,
+    ).render
+    assert_equal(CGI.escapeHTML('#{ticket.drop / not allowed}'), result)
+
+    template = "\#{ticket.create}"
+    result = described_class.new(
+      {
+        ticket: ticket,
+      },
+      'en-us',
+      template,
+    ).render
+    assert_equal(CGI.escapeHTML('#{ticket.create / not allowed}'), result)
+
+    template = "\#{ticket.new}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -356,7 +460,7 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
     ).render
     assert_equal(CGI.escapeHTML('#{ticket.new / not allowed}'), result)
 
-    template = "<%= d 'ticket.update_att' %>"
+    template = "\#{ticket.update_att}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -366,7 +470,7 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
     ).render
     assert_equal(CGI.escapeHTML('#{ticket.update_att / not allowed}'), result)
 
-    template = "<%= d 'ticket.all' %>"
+    template = "\#{ticket.all}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -376,7 +480,7 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
     ).render
     assert_equal(CGI.escapeHTML('#{ticket.all / not allowed}'), result)
 
-    template = "<%= d 'ticket.find' %>"
+    template = "\#{ticket.find}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -386,7 +490,7 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
     ).render
     assert_equal(CGI.escapeHTML('#{ticket.find / not allowed}'), result)
 
-    template = "<%= d 'ticket.where' %>"
+    template = "\#{ticket.where}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -396,7 +500,7 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
     ).render
     assert_equal(CGI.escapeHTML('#{ticket.where / not allowed}'), result)
 
-    template = "<%= d 'ticket. destroy' %>"
+    template = "\#{ticket. destroy}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -404,9 +508,9 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
       'en-us',
       template,
     ).render
-    assert_equal(CGI.escapeHTML('#{ticket. destroy / not allowed}'), result)
+    assert_equal(CGI.escapeHTML('#{ticket.destroy / not allowed}'), result)
 
-    template = "<%= d 'ticket.\n destroy' %>"
+    template = "\#{ticket.\n destroy}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -414,9 +518,9 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
       'en-us',
       template,
     ).render
-    assert_equal(CGI.escapeHTML("\#{ticket.\n destroy / not allowed}"), result)
+    assert_equal(CGI.escapeHTML("\#{ticket.destroy / not allowed}"), result)
 
-    template = "<%= d 'ticket.\t destroy' %>"
+    template = "\#{ticket.\t destroy}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -424,9 +528,9 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
       'en-us',
       template,
     ).render
-    assert_equal(CGI.escapeHTML("\#{ticket.\t destroy / not allowed}"), result)
+    assert_equal(CGI.escapeHTML("\#{ticket.destroy / not allowed}"), result)
 
-    template = "<%= d 'ticket.\r destroy' %>"
+    template = "\#{ticket.\r destroy}"
     result = described_class.new(
       {
         ticket: ticket,
@@ -434,7 +538,7 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
       'en-us',
       template,
     ).render
-    assert_equal(CGI.escapeHTML("\#{ticket.\r destroy / not allowed}"), result)
+    assert_equal(CGI.escapeHTML("\#{ticket.destroy / not allowed}"), result)
 
   end
 
diff --git a/test/unit/notification_factory_slack_template_test.rb b/test/unit/notification_factory_slack_template_test.rb
index d746c4b42..cb3b349f0 100644
--- a/test/unit/notification_factory_slack_template_test.rb
+++ b/test/unit/notification_factory_slack_template_test.rb
@@ -78,7 +78,7 @@ class NotificationFactorySlackTemplateTest < ActiveSupport::TestCase
     )
 
     assert_match('# Welcome to Zammad!', result[:subject])
-    assert_match('User&lt;b&gt;xxx&lt;/b&gt', result[:body])
+    assert_match('User<b>xxx</b>', result[:body])
     assert_match('Created by', result[:body])
     assert_match('<b>test123</b>', result[:body])
     assert_no_match('Dein', result[:body])
@@ -113,7 +113,7 @@ class NotificationFactorySlackTemplateTest < ActiveSupport::TestCase
       },
     )
     assert_match('# Welcome to Zammad!', result[:subject])
-    assert_match('User&lt;b&gt;xxx&lt;/b&gt', result[:body])
+    assert_match('User<b>xxx</b>', result[:body])
     assert_match('state: aaa -> bbb', result[:body])
     assert_match('group: xxx -> yyy', result[:body])
     assert_no_match('Dein', result[:body])
diff --git a/test/unit/notification_factory_template_test.rb b/test/unit/notification_factory_template_test.rb
index c8ad841f7..baee7c7ea 100644
--- a/test/unit/notification_factory_template_test.rb
+++ b/test/unit/notification_factory_template_test.rb
@@ -11,48 +11,69 @@ class NotificationFactoryTemplateTest < ActiveSupport::TestCase
   test 'regular browser html' do
 
     # ensures https://github.com/zammad/zammad/issues/385
-    template_before = '<%= d "#{<a href="http://ticket.id" title="http://ticket.id" target="_blank">ticket.id</a>}" %>'
-    template_after  = '<%= d "ticket.id" %>'
+    template_before = '#{<a href="http://ticket.id" title="http://ticket.id" target="_blank">ticket.id</a>}'
+    template_after  = '<%= d "ticket.id", true %>'
 
-    result = described_class.new(template_before).to_s
+    result = described_class.new(template_before, true).to_s
+    assert_equal(template_after, result)
+
+    template_before = '#{<a href="http://ticket.id" title="http://ticket.id" target="_blank">config.fqdn</a>}'
+    template_after  = '<%= d "config.fqdn", true %>'
+
+    result = described_class.new(template_before, true).to_s
     assert_equal(template_after, result)
   end
 
   test 'spaced browser html' do
 
     # ensures https://github.com/zammad/zammad/issues/385
-    template_before = '<%= d "#{   <a href="http://ticket.id" title="http://ticket.id" target="_blank">ticket.id  </a>}     " %>'
-    template_after  = '<%= d "ticket.id       " %>'
+    template_before = '#{   <a href="http://ticket.id" title="http://ticket.id" target="_blank">ticket.id  </a>  }'
+    template_after  = '<%= d "ticket.id", true %>'
 
-    result = described_class.new(template_before).to_s
+    result = described_class.new(template_before, true).to_s
     assert_equal(template_after, result)
   end
 
   test 'broken browser html' do
 
     # ensures https://github.com/zammad/zammad/issues/385
-    template_before = '<%= d "#{<a href="http://ticket.id" title="http://ticket.id" target="_blank">ticket.id  }" %>'
-    template_after  = '<%= d "ticket.id  " %>'
+    template_before = '#{<a href="http://ticket.id" title="http://ticket.id" target="_blank">ticket.id  }'
+    template_after  = '<%= d "ticket.id", true %>'
 
-    result = described_class.new(template_before).to_s
+    result = described_class.new(template_before, true).to_s
     assert_equal(template_after, result)
   end
 
   test 'empty tag' do
 
-    template_before = '<%= d "#{}" %>'
-    template_after  = '<%= d "#{}" %>'
+    template_before = '#{}'
+    template_after  = '<%= d "", true %>'
 
-    result = described_class.new(template_before).to_s
+    result = described_class.new(template_before, true).to_s
     assert_equal(template_after, result)
   end
 
   test 'empty tag with space' do
 
-    template_before = '<%= d "#{ }" %>'
-    template_after  = '<%= d "#{ }" %>'
+    template_before = '#{ }'
+    template_after  = '<%= d "", false %>'
 
-    result = described_class.new(template_before).to_s
+    result = described_class.new(template_before, false).to_s
+    assert_equal(template_after, result)
+  end
+
+  test 'translation' do
+
+    template_before = "\#{t('some text')}"
+    template_after  = '<%= t "some text", false %>'
+
+    result = described_class.new(template_before, false).to_s
+    assert_equal(template_after, result)
+
+    template_before = "\#{t('some \"text\"')}"
+    template_after  = '<%= t "some \"text\"", false %>'
+
+    result = described_class.new(template_before, false).to_s
     assert_equal(template_after, result)
   end
 
diff --git a/test/unit/ticket_trigger_test.rb b/test/unit/ticket_trigger_test.rb
index 9b9adf90b..5d86c2659 100644
--- a/test/unit/ticket_trigger_test.rb
+++ b/test/unit/ticket_trigger_test.rb
@@ -13,7 +13,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
       },
       perform: {
         'notification.email' => {
-          'body' => 'some text<br>#{ticket.customer.lastname}<br>#{ticket.title}',
+          'body' => 'some text<br>#{ticket.customer.lastname}<br>#{ticket.title}<br>#{article.body}',
           'recipient' => 'ticket_customer',
           'subject' => 'Thanks for your inquiry (#{ticket.title})!',
         },
@@ -60,12 +60,25 @@ class TicketTriggerTest < ActiveSupport::TestCase
       created_by_id: 1,
     )
     assert(ticket1, 'ticket1 created')
+    Ticket::Article.create(
+      ticket_id: ticket1.id,
+      from: 'some_sender@example.com',
+      to: 'some_recipient@example.com',
+      subject: 'some subject',
+      message_id: 'some@id',
+      body: "some message <b>note</b>\nnew line",
+      internal: false,
+      sender: Ticket::Article::Sender.find_by(name: 'Agent'),
+      type: Ticket::Article::Type.find_by(name: 'note'),
+      updated_by_id: 1,
+      created_by_id: 1,
+    )
 
     assert_equal('some <b>title</b>  äöüß', ticket1.title, 'ticket1.title verify')
     assert_equal('Users', ticket1.group.name, 'ticket1.group verify')
     assert_equal('new', ticket1.state.name, 'ticket1.state verify')
     assert_equal('2 normal', ticket1.priority.name, 'ticket1.priority verify')
-    assert_equal(0, ticket1.articles.count, 'ticket1.articles verify')
+    assert_equal(1, ticket1.articles.count, 'ticket1.articles verify')
     assert_equal([], Tag.tag_list(object: 'Ticket', o_id: ticket1.id))
 
     Observer::Transaction.commit
@@ -75,13 +88,14 @@ class TicketTriggerTest < ActiveSupport::TestCase
     assert_equal('Users', ticket1.group.name, 'ticket1.group verify')
     assert_equal('new', ticket1.state.name, 'ticket1.state verify')
     assert_equal('3 high', ticket1.priority.name, 'ticket1.priority verify')
-    assert_equal(1, ticket1.articles.count, 'ticket1.articles verify')
+    assert_equal(2, ticket1.articles.count, 'ticket1.articles verify')
     assert_equal(%w(aa kk), Tag.tag_list(object: 'Ticket', o_id: ticket1.id))
     article1 = ticket1.articles.last
     assert_match('Zammad <zammad@localhost>', article1.from)
     assert_match('nicole.braun@zammad.org', article1.to)
     assert_match('Thanks for your inquiry (some <b>title</b>  äöüß)!', article1.subject)
     assert_match('Braun<br>some &lt;b&gt;title&lt;/b&gt;', article1.body)
+    assert_match('&gt; some message &lt;b&gt;note&lt;/b&gt;<br>&gt; new line', article1.body)
     assert_equal('text/html', article1.content_type)
 
     ticket1.priority = Ticket::Priority.lookup(name: '2 normal')
@@ -93,7 +107,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
     assert_equal('Users', ticket1.group.name, 'ticket1.group verify')
     assert_equal('new', ticket1.state.name, 'ticket1.state verify')
     assert_equal('2 normal', ticket1.priority.name, 'ticket1.priority verify')
-    assert_equal(1, ticket1.articles.count, 'ticket1.articles verify')
+    assert_equal(2, ticket1.articles.count, 'ticket1.articles verify')
     assert_equal(%w(aa kk), Tag.tag_list(object: 'Ticket', o_id: ticket1.id))
 
     ticket1.state = Ticket::State.lookup(name: 'open')
@@ -105,7 +119,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
     assert_equal('Users', ticket1.group.name, 'ticket1.group verify')
     assert_equal('open', ticket1.state.name, 'ticket1.state verify')
     assert_equal('2 normal', ticket1.priority.name, 'ticket1.priority verify')
-    assert_equal(1, ticket1.articles.count, 'ticket1.articles verify')
+    assert_equal(2, ticket1.articles.count, 'ticket1.articles verify')
     assert_equal(%w(aa kk), Tag.tag_list(object: 'Ticket', o_id: ticket1.id))
 
     ticket1.state = Ticket::State.lookup(name: 'new')
@@ -118,7 +132,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
     assert_equal('Users', ticket1.group.name, 'ticket1.group verify')
     assert_equal('new', ticket1.state.name, 'ticket1.state verify')
     assert_equal('3 high', ticket1.priority.name, 'ticket1.priority verify')
-    assert_equal(2, ticket1.articles.count, 'ticket1.articles verify')
+    assert_equal(3, ticket1.articles.count, 'ticket1.articles verify')
     assert_equal(%w(aa kk), Tag.tag_list(object: 'Ticket', o_id: ticket1.id))
     article1 = ticket1.articles.last
     assert_match('Zammad <zammad@localhost>', article1.from)
@@ -155,6 +169,56 @@ class TicketTriggerTest < ActiveSupport::TestCase
     assert_equal(0, ticket2.articles.count, 'ticket2.articles verify')
     assert_equal([], Tag.tag_list(object: 'Ticket', o_id: ticket2.id))
 
+    ticket3 = Ticket.create(
+      title: "some <b>title</b>\n äöüß3",
+      group: Group.lookup(name: 'Users'),
+      customer: User.lookup(email: 'nicole.braun@zammad.org'),
+      state: Ticket::State.lookup(name: 'new'),
+      priority: Ticket::Priority.lookup(name: '2 normal'),
+      updated_by_id: 1,
+      created_by_id: 1,
+    )
+    assert(ticket3, 'ticket3 created')
+    Ticket::Article.create(
+      ticket_id: ticket3.id,
+      from: 'some_sender@example.com',
+      to: 'some_recipient@example.com',
+      subject: 'some subject',
+      message_id: 'some@id',
+      content_type: 'text/html',
+      body: 'some message <b>note</b><br>new line',
+      internal: false,
+      sender: Ticket::Article::Sender.find_by(name: 'Agent'),
+      type: Ticket::Article::Type.find_by(name: 'note'),
+      updated_by_id: 1,
+      created_by_id: 1,
+    )
+
+    assert_equal('some <b>title</b>  äöüß3', ticket3.title, 'ticket3.title verify')
+    assert_equal('Users', ticket3.group.name, 'ticket3.group verify')
+    assert_equal('new', ticket3.state.name, 'ticket3.state verify')
+    assert_equal('2 normal', ticket3.priority.name, 'ticket3.priority verify')
+    assert_equal(1, ticket3.articles.count, 'ticket3.articles verify')
+    assert_equal([], Tag.tag_list(object: 'Ticket', o_id: ticket3.id))
+
+    Observer::Transaction.commit
+
+    ticket3 = Ticket.lookup(id: ticket3.id)
+    assert_equal('some <b>title</b>  äöüß3', ticket3.title, 'ticket3.title verify')
+    assert_equal('Users', ticket3.group.name, 'ticket3.group verify')
+    assert_equal('new', ticket3.state.name, 'ticket3.state verify')
+    assert_equal('3 high', ticket3.priority.name, 'ticket3.priority verify')
+    assert_equal(2, ticket3.articles.count, 'ticket3.articles verify')
+    assert_equal(%w(aa kk), Tag.tag_list(object: 'Ticket', o_id: ticket3.id))
+    article3 = ticket3.articles.last
+    assert_match('Zammad <zammad@localhost>', article3.from)
+    assert_match('nicole.braun@zammad.org', article3.to)
+    assert_match('Thanks for your inquiry (some <b>title</b>  äöüß3)!', article3.subject)
+    assert_match('Braun<br>some &lt;b&gt;title&lt;/b&gt;', article3.body)
+    assert_match('&gt; some message note<br>&gt; new line', article3.body)
+    assert_no_match('&gt; some message &lt;b&gt;note&lt;/b&gt;<br>&gt; new line', article3.body)
+    assert_equal('text/html', article3.content_type)
+
     Trigger.destroy_all
   end