Hey guys, the fact that Zendesk is so inflexible when it comes to email templates has bothered me for a long time. Has anybody found a way to code the template so that it can react to certain ticket conditions?
My specific use case: I'd like to remove all formatting from my outgoing email notification when the ticket is assigned to a specific organisation. Basically, sending only the comment, without header, footer and delimiter. A workaround could also be a specific custom field value, or a specific ticket tag. Was thinking of a
CASE - IF - THEN
rule in the HTML template, but was wondering whether anybody has tried to achieve that before.
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