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Include custom ticket fields as email tags

Posted: Tuesday, April 26, 2016 6:53:04 PM(UTC)
RKacz

RKacz

Member Original PosterPosts: 9
6
Like
Just wondering if there was any way to pull in custom fields as tags to be included with helpdesk email messages (via templates).

Use case: I have a field called 'Resolution' that is required by the agent to close a ticket. I'd like to add that Resolution in the state change email for the user when their ticket is closed.
RKacz
#1RKacz Member Original PosterPosts: 9  
posted: 5/3/2016 2:20:46 PM(UTC)
We'd also like to be able to include the ticket subject as a tag in the email message to the user.
deziner22
#2deziner22 Member Posts: 12  
posted: 5/17/2016 5:40:05 PM(UTC)
We want this also to be able to email in tickets that have required custom fields.
Susan.A
#3Susan.A Member Administration Posts: 1,536  
posted: 5/20/2016 11:45:32 AM(UTC)
[subject] is an existing parameter for outgoing email templates, but there are currently no parameters for custom fields. I'll move this topic to the wish list section of the forum. Available parameters are listed when you hit the Add Template button or the pencil shaped edit button next to a template under Configuration\E-mail Settings.
ahamzah
#4ahamzah Member Posts: 2  
posted: 6/8/2016 8:13:43 AM(UTC)
Susan.A ; i did not find this parameter [subject] , there are some others but not subject
dop
#5dop Member Posts: 15  
posted: 6/13/2017 1:55:47 PM(UTC)
This feature would be great!

josh.d
#6josh.d Member Posts: 2  
posted: 6/19/2018 2:06:41 PM(UTC)
Is there any update to this feature request? This was originally submitted over two years ago.

This feature would be very useful to us.
Lam
#7Lam Member Posts: 1  
posted: 7/4/2019 1:49:38 PM(UTC)
Hi Any update on this feature - it really would be beneficial
davejohnson01
#8davejohnson01 Member Posts: 6  
posted: 1/30/2020 6:59:29 PM(UTC)
Any update on this?
mgiljum
#9mgiljum Member Posts: 17  
posted: 9/10/2020 10:40:48 AM(UTC)
Any updates on this request? It's been over 4 years since it was first suggested.

Even a simple toggle to include all the custom fields from a ticket in the first note would be better than nothing at all.
brownscar
#10brownscar Member Posts: 6  
posted: 9/29/2020 4:09:02 PM(UTC)
Adding to the list- this would REALLY help us out to have options to include custom fields on email auto responses!

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