User can't see original Issue Desc or Canned Response

TPE

Use Case:

The Agent takes a live phone call.
The Agent creates a new ticket on behalf of the User.
The Agent transcribes the discussion onto the ticket, e.g. "you reported a network outage"
The Agent adds a canned response, e.g. "try these 3 troubleshooting steps"
The Agent clicks "Open".

The User receives a "New Ticket" email notification
The User doesn't receive a transcription of his discussion with the Agent
The User doesn't receive the canned response

In order for the User to see the transcription and canned response, the User is required to click on the "view ticket here" link from within the New Ticket email notification.

We are getting lots of calls from Users who think we didn't log their call, and think we're not responding.

We want to get the transcription and canned response to the User without the User having to navigate to the ticket. Is there a way to force a NEW ticket and its canned response to be sent to the User?

TPE

For the benefit of others:

The Template for New Ticket Notice was blank, and needed to be reconfigured to include the appropriate field values requested above using variables, etc.