Custom Variables and Custom Emails

cdwilson

We are running v1.17.1, we have 3 departments using the ticket system and lots of custom help topics.

Is there a way to customise the data using variables in the email that is sent depending on the help topic and department. As different departments submit different data.

Currently I am only sending subject of the ticket as we have the default variables disabled due to all the custom data needed.

Current New Ticket Email looks like this

A request for support has been created and assigned #534066. A representative will follow-up with you as soon as possible. You can view this ticket's progress online.

Your Support Team,
If you wish to provide additional comments or information regarding the issue, please reply to this email or login to your account for a complete archive of your support requests.

We are trying to customise the content of the auto respond email.

KevinTheJedi

cdwilson

Of course, please read the relevant documentation here:

https://docs.osticket.com/en/latest/Getting%20Started/Email%20Templates.html

Cheers.

cdwilson

Iv read that but not quite sure how I customise the email to different departments and different help requests?

KevinTheJedi

cdwilson

Create multiple template sets, go to the department, and set the appropriate template set.

Cheers.

cdwilson

KevinTheJedi Because we have multiple help topics are we able to include all help topic content in one email?

KevinTheJedi

cdwilson

No, only the information that's supplied with the Ticket itself. Since a Ticket can only have 1 Help Topic that means you'll only be able to pull information for that 1 Help Topic associated with the Ticket.

Cheers.