Thank you, thank you, thank you ntozier!!! I didn't see that in any list of supported variables to use, and I haven't been using OSTicket long enough to know if that was an option from previous versions or anything. I've hunted for a couple of weeks now, and finally we have the answer we were looking for! Thanks again.OVS, ticket.thread.original does seem to include the original message details, so as long as it works for the template you are working on, I would say use it.
