After figuring out how to get custom variables to show in email sends (https://forum.osticket.com/d/93412-add-supported-variable), I came across a problem that has stumped me for weeks - that it only works in the Ticket Details section, not in the Contact Information section. The base variables for the fields Email Address, Full Name, Phone Number, work fine using the short codes %{ticket.name} , %{ticket.email}, %{ticket.phone} but the custom field I added called Country (with variable name "country") for some reason did not work... %{ticket.country} just printed blank in the email send.
Once again, I stumbled across the solution
https://github.com/osTicket/osTicket/issues/603

For custom fields in the Contact Information section there's a different short code you have to use than the base fields and that's the addition of the word "user" - for example %{ticket.user.country}.

Don't know if this is mentioned anywhere in the documentation, I didn't find it - that's for sure! Hopefully this helps somebody else save some time. Cheers!

5 days later

O̶n̶e̶ ̶m̶i̶n̶o̶r̶ ̶'̶b̶u̶g̶'̶ ̶I̶ ̶j̶u̶s̶t̶ ̶d̶i̶s̶c̶o̶v̶e̶r̶e̶d̶ ̶i̶s̶ ̶t̶h̶a̶t̶ ̶i̶f̶ ̶t̶h̶e̶ ̶C̶o̶u̶n̶t̶r̶y̶ ̶f̶i̶e̶l̶d̶ ̶i̶s̶ ̶n̶o̶t̶ ̶f̶i̶l̶l̶e̶d̶ ̶i̶n̶ ̶b̶y̶ ̶t̶h̶e̶ ̶u̶s̶e̶r̶,̶ ̶t̶h̶e̶ ̶f̶o̶r̶m̶ ̶p̶r̶i̶n̶t̶s̶ ̶t̶h̶e̶ ̶s̶h̶o̶r̶t̶ ̶c̶o̶d̶e̶ ̶%̶{̶t̶i̶c̶k̶e̶t̶.̶u̶s̶e̶r̶.̶c̶o̶u̶n̶t̶r̶y̶}̶ ̶ ̶i̶n̶ ̶t̶h̶e̶ ̶e̶m̶a̶i̶l̶ ̶s̶e̶n̶d̶ ̶a̶n̶d̶ ̶n̶o̶t̶ ̶t̶h̶e̶ ̶e̶x̶p̶e̶c̶t̶e̶d̶ ̶b̶l̶a̶n̶k̶ ̶r̶e̶t̶u̶r̶n̶ ̶a̶s̶ ̶i̶n̶ ̶t̶h̶e̶ ̶c̶a̶s̶e̶ ̶o̶f̶ ̶t̶h̶e̶ ̶P̶h̶o̶n̶e̶ ̶f̶i̶e̶l̶d̶ ̶o̶r̶ ̶o̶t̶h̶e̶r̶ ̶o̶p̶t̶i̶o̶n̶a̶l̶ ̶f̶i̶e̶l̶d̶s̶ ̶i̶f̶ ̶l̶e̶f̶t̶ ̶b̶l̶a̶n̶k̶.̶ ̶

Seems to have fixed itself, go figure.

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