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Reply Emails - including the email trail


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We are wondering how people handle the reply emails in Service Manager as they do not have the last comments/email trail included by default.

Is there a setting or variable field that I can add to the template to pull through these details?

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  • 2 months later...

so it appears that there is this variable that can be used in emails {{RequestLastActivity.H_content}} which shows the last activity in the emails, this works well if the last 'activity' was an email.

As the timeline can be filtered by email can there not be a variable added called {{lastestemail.H_content}} this would be a great start to include the latest email in the timeline at least this way when responding to certain customers we can include their last email in our response so they have some context to our response.

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