danpre
Yea, you can use Email Template Variables within the Email Templates but also in Canned Responses. For example go to Agent Panel > Knowledgebase > Canned Responses, click Add New Response, add an easy to identify Title, and for the content make it %{recipient.ticket_link}. Once it has been added and you are sending a reply to a User and you want to also include the link you can select the Canned Response dropdown above the Reply box, search for the Canned Response, click it and the system will auto-populate the link for you within your Reply (wherever the cursor currently is).
Cheers.
