Can I add custom ticket field values to e-mail notifications? Follow

Question

Can I add custom ticket field values to e-mail notifications?

Answer

Yes, you just need to add placeholders referencing the custom ticket field to the subject or body of your trigger/automation.

1. Just click the Admin icon ( ) in the sidebar > Manage > Ticket fields >  find your custom field and click Edit.
You will see then the Custom field ID number, please write down this number for your reference.


2.  Go to the trigger or automation sending the e-mail notification and add the placeholder there. You need to use the following format: {{ticket.ticket_field_<field ID number>}} 

 

Example:

For the custom field ID number: 27294625 your will use this placeholder: {{ticket.ticket_field_27294625}}

The value of that custom ticket field in the ticket will be added to the email notification sent by your trigger or automation.

 Check this article for more information.

Note:

if your custom field is a dropdown, the format will be different:

{{ticket.ticket_field_option_title_<field ID number>}}

Example:

{{ticket.ticket_field_option_title_27294625}}

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