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Forwarded ticket via side conversation (requester email)

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Jan Paur

Posted Jan 05, 2023

Hello, 

would it be possible to add email adress in the quoted ticket comment in side conversation. Atm there is only name. So when I forward message to another team they cant see the email so they get back to us and we have to copy paste it.


thanks

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    Amie Brennan

    Hey There, 

    Have you tried creating a Macro which does the following on a ticket?

    1. Initiates the side conversation on the ticket
    2. The macro can include the {{ticket.requester.email}} placeholder which should automatically then place the ticket requester's email address into the body content of the macro. 

    If not, highly recommend you try this as it should bring in the requester's email via the placeholder into the side convo email comment upon running the macro and the side convo creating.

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