Ann-Kristin

Hi,

not sure if that is the best way, I would design a macro with the ticket field placeholder {{ticket.ticket_field_}} to transfer the ticket field information into the description.

Cheers

Hello,

we are also looking for displaying the e-mail address instead or in addition to the name.

a.) Seeing the same name for different e-mail-addresses can be quite dangerous. We often (several times daily) start tickets proactive, meaning when we look for the end user it is difficult to find the right mail-address.

b.) We often face situations when we have to send a ticket using side conversations to different departments or when we a have a case of collection, as an evidencem the ticket has to be printed as pdf. This is a further problem when the end user is change within a ticket, e.g. from info@xyz.com to john.smith@xxxxxxx.com, it is not easy to understand.

Ideally it would be displayed as "John Smith (john.smith@xxxxxxx.com)".

Cheers

Ann-Kristin

Hi,

we have the same issue. We manually add the e-mail-address by copy and paste several times a day.

Agents have to remember adding the mail address manually.

This is quite time consuming.