Hey there,

We've set up our system to allow for email-created tickets (by sending an email to address xxx, a new ticket get created), when tickets are created we want the system to send a ticket creation confirmation to our ticket creator (user who is sending the initial email); the content of this email notification is held in email template New Ticket Notice.

I've tried modifying this template so that we can include a summary of what was submitted, but so far I haven't managed to include the body of the email in this template sent to the end-user 🙁

I've tried with these variables %{response} and %{message} but none are fetching/adding the email body to the ticket created notice.

Any ideas??

  • RBGE replied to this.

    JuVDC New Ticket Notice is used when an agent creates a ticket on behalf of a user - for the replies that get sent when a user emails your system, you'll need to edit New Ticket Auto Response.
    %{message} will use the contents of the email, and %{ticket.thread.original.body} will use the original message if you want to include this in Response/Reply Template

        Hey RBGE , yes! My bad... had my nose too much in the details that I wasn't checking that...
        Thanks!
        I confirm it works! Wooh!

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