Automatically insert a string in the ticket response

W3P

Using v1.15.x. Here's the scenario. The customer raises a ticket via email. In the body of the email, the customer puts in a Reference number. When we reply to that ticket, they want that reference number to be included in the response. Is it possible to automate that insertion into our response? Thank you.

KevinTheJedi

@W3P

You can create a custom Short Answer Field on your Ticket Details Form with a Label of Reference Number and a Variable name of reference_number (variable is required in this case). Now you can go to Admin Panel > Emails > Templates, click the desired template set, click on Response/Reply Template, add the variable %{ticket.reference_number} wherever you want, and save changes. Afterwards, when a User submits a Ticket with a reference number the Agent can fill in the Reference Number field on the Ticket. After the Agent fills in the field in the Ticket they can reply to the User and the value from the Reference Number field will be populated in the email.

Cheers.

W3P

That's great. Thank you. I'll give it a go.