Auto-reply with original question, and current user

Hi everyone,

I’m trying to configure our trigger that sends a notification on ticket updates so that it includes the original message in the email. When a customer sends us a question by email and we respond with an answer, the notification sent to the customer should also include the original question. Is that possible?

I also noticed that the notification includes ticket.owner.firstname, but I’d like it to include the name of the person who is actually answering, so if a colleague of mine is answering on a ticket that I own, his name should be shown. I’ve tried with user.firstname but it didn’t work.

All the best,

For the subject and body it’s #{article.subject} #{article.body}.
For the name of the last person which updated a ticket it should be #{ticket.updated_by.lastname}, #{ticket.updated_by.firstname}.

Hope that’ll work and helps.

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