When receiving tickets per e-mail it sometimes happens that there are multiple customers on CC or similar.
Now if a customer that is not the ticket opener answers per e-mail the mail will be pulled into the ticket as expected.
Now if an agent answers this latest email and uses Text Macros with e.g. ticket.customer.firstname it will use the name of the ticket opener instead of the name of the from: user from the last email.
Would it be possible to have object references that can be used that refer to the customer you are currently replying to instead of the ticket opener?
In the admin doc you write:
Available objects are:
ticket (e. g. ticket.state, ticket.group) ticket.customer (e. g. ticket.customer.firstname, ticket.customer.lastname) ticket.owner (e. g. ticket.owner.firstname, ticket.owner.lastname) ticket.organization (e. g. ticket.organization.name) user (e. g. user.firstname, user.email)
However none of these options yield the expected result.
Are there any plans to make such multi customer tickets possible in future in regards of text module objects/macros?