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,